Customer Centricity Insights

Customer Centricity is not a gimmick but a missional attitude that shapes behaviour and organisational culture and improves Organisational Performance and Customer Satisfaction. Read our thoughts, experiences and insights from our experts including CX Influencer and Customer Attuned director, Peter Lavers.

The Customer Attuned “Infinity Loop” of Customer Centricity Explained

December 8, 2023/in B2B Trust, Customer Centricity, Customer Strategy, Organisational Performance /by Peter Lavers

Customer Strategy and Organisational Performance do not work in isolation. When they work together systemically with trust as their foundation, they create a cycle of increasi… Read more

Customer Centricity Corner with Peter Lavers – What customer centricity means in a intermediated business model.

October 4, 2023/in Customer Centricity, Insight Webcasts /by Peter Lavers

What customer centricity means in a intermediated business model. How can you be customer centric when there’s an intermediary ‘in the way’? Many B2B… Read more

Customer Centricity Corner with Peter Lavers – the difference between customer strategy and sales strategy in B2B

July 26, 2023/in Customer Centricity, Customer Strategy, Insight Webcasts /by Peter Lavers

Customer Centric Account Management Part 2 If you know us or have seen previous episodes of the Customer Centricity Corner will recognise that our purpose at Customer Attuned Ltd… Read more

Customer Centricity Corner with Peter Lavers – Listening to Customers

June 26, 2023/in Customer Centricity, Insight Webcasts /by Peter Lavers

The difference between “doing surveys” and really listening to customers! In this edition of the Customer Centricity Corner Rachel Waterfield, Customer Insight Manager at voe… Read more

Customer Centricity is More Important than Specialism

June 8, 2023/in Customer Centricity, Embedded Trust /by Peter Lavers

Customer Centricity is More Important than Specialism Have you ever been part of a conversation where the comment is made that “most companies are run by bean counters thes… Read more

Customer Centricity Corner with Peter Lavers – Customer Focus in High Pressure Sales Environments

May 15, 2023/in Customer Centricity, Customer Strategy, Insight Webcasts /by Peter Lavers

How can we maintain customer focus in a highly competitive and quarterly-sales-driven industry sector? In this edition of the Customer Centricity Corner we tackle a common tens… Read more

Customer Centricity Corner with Peter Lavers – Why B2B companies need an explicit Customer Strategy

April 17, 2023/in Customer Centricity, Customer Strategy, Insight Webcasts /by Peter Lavers

Doesn’t every B2B company already have a customer strategy? Well, you may be surprised to find out that we still come across companies that don’t actually have a true custom… Read more

Customer Centricity Corner with Peter Lavers – Digital Transformation

March 13, 2023/in Business Capabilities, Customer Centricity, Customer Management, Customer Strategy, Insight Webcasts /by Peter Lavers

How to ensure that Customer Centricity is central in your drive to digitally transform your company In this edition of the Customer Centricity Corner, Peter Lavers interviews Wi… Read more

Customer Centricity Corner with Peter Lavers – Keeping customers at the heart of Innovation

February 20, 2023/in Business Capabilities, Customer Centricity, Insight Webcasts /by Peter Lavers

Keeping customers at the heart of Innovation Companies are well aware that they must continue to innovate to survive, but how can they do this in a customer centric way? In this edit… Read more

Peter Lavers’ article on thrifting gets featured in CX Magazine

February 20, 2023/in Customer Centricity, News /by Peter Lavers

Many people believe that ‘thrifting’ only refers to second-hand shopping, charity shops, flea markets/rummage sales, and buying all things “vintage” or upcycle… Read more