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

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
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Managing customer relationships in a virtual world

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
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Joined up Voice of Customer and Staff Studies

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE… Read more
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The Trust Factor – Making B2B Trust your business DNA – Read the panel summary

B2B trust can be defined as; “The willingness to be vulnerable to another party and the decision to engage in actions based upon an interpretation of their ability, credibility an… Read more
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Customer Attuned Newszine October Issue – B2B Trust explained

Trust is such a heavy word. It carries huge responsibility. We use it in so many situations and yet, we often test the boundaries, stretching it to see how much wriggle room we have, b… Read more
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Adapting to New Normal Customer Behaviour Panel Discussion Summary

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
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Losing the opportunity to add value could also lose you trust and the business.

  As an insurance broker, your role is to understand my insurance needs and find the best match to the market to meet those needs. Given there are so many direct providers, onli… Read more