Our Customer Strategy services are based on expertise and experience across multiple industries. Read our Customer Strategy insights.

Peter Lavers

Are there any good reasons for delaying a CX listening or improvement programme?

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Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. I often hear “l… Read more
Alan Thompson

Managing customer relationships in a virtual world

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In recent months, we have been responding to the challenge that many of our clients have been facing in working in a largely virtual world due to Covid-19 lockdown restrictions. We… Read more
Peter Lavers

Adapting to New Normal Customer Behaviour Panel Discussion Summary

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There is widespread agreement that the New Normal will look very different to the old normal, and to get through it’s going to take leaders who champion new insight-led ways… Read more
Dr Mark Hollyoake

Is it possible to systematically develop trust to a mutual competitive advantage in B2B?

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When companies and suppliers are reliant on each other for mutual benefit, is it possible to systematically develop trust to a mutual competitive advantage in B2B? This is the que… Read more
Gary Lunt

Look at your customer segments, can you see the value?

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Look at your customer segments, can you see the value? Where is the growth? Who are the top spenders? How do you classify them? How do you get them to spend more? This is what customer v… Read more
customerattuned

9 Live Chat Benefits for B2B (Infographic)

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When it comes to dealing with customer requests and complaints, speed is of the essence. Or, at the very least it should be. Research shows that the average time for customer servic… Read more