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9 Live Chat Benefits for B2B (Infographic)

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
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Getting Agile really working outside of IT requires culture change

The term Agile Working is being used within more & more businesses. Although loosely defined, it generally refers to a more flexible and pacey way of working. In this post, I sh… Read more
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Customer Experience: Digital or Human?

Delivering a ‘human’ customer experience in a future that’s increasingly ‘digital’. Reading the SAS / Futurum “Experience 2030” report about how “consumers don’t just use digi… Read more
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Mark Hollyoake gains his Doctorate on B2B Trust

Huge congratulations to one of our directors, Mark Hollyoake, for successfully completing and passing his Doctorate, analysing and proving the constituents of B2B Trust. Is it… Read more
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Providing Leadership Through Change & Uncertainty – B2B Trust Series Event – 18 March 2020

Customer Attuned B2B Trust Series of Debates
**COIVD 19 UPDATE: Event postponed until Thursday 4th June 2020** It is with great regret that we have decided to postpone the breakfast event on Wednesday 18th March and resched… Read more
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Fonolo: Top 20 Customer Service blogs to read in 2020

Congratulations to one of our founding directors Peter Lavers, who has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo, who provid… Read more
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Consumer Loyalty 2030

Drivers of loyalty are also drivers of profitable business I’ve recently been reading the SAS / Futurum “Experience 2030” report, and its question regarding what will drive cust… Read more
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The need for analysts to have improved commercial awareness

I have mentioned before that analysts benefit from stronger commercial awareness. But what do I mean by this term? The easiest way to explain is to set it in context. A lack of commer… Read more
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Trust is not a binary on/off switch

Why building, protecting and recovering trust is a business imperative By Peter Lavers and Mark Hollyoake Trust is a hot topic! Here in the UK it was a major factor in our general ele… Read more
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Six barriers to meaningful Customer Value Analysis – and how to get over them

There can be little doubt that understanding how ‘value’ is distributed across their customer base is important to virtually all commercial organisations. Reflecting the valu… Read more