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Customer Management in a world of Intermediaries and Brokers

“Just who is the customer here?” In this article, the third in our series exploring the intermediated / broker relationships in Financial Services, we focus on the q… Read more
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How Equitable are your Broker and Intermediary Relationships?

BROKERS AND INTERMEDIARIES “DEPENDENT or INTERDEPENDENT” How Equitable are your Relationships? The role of the broker / intermediary / agent within the financia… Read more
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The Great Debate (5) – Building Trust

Trust is the willingness to be vulnerable based upon positive expectations about another’s intentions or behaviours. – Rousseau et al Trust is one of the fundamental co… Read more
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Ten insights from the B2B sector about Building Trust

In the latest Great Debate at the magnificent Crystal Building in London we discussed the most fundamental component of B2B customer relationships: Trust. Three speakers from i… Read more
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RBS vs O2 – Understanding the power and value of trust

We have two recent examples of problems within massive UK businesses, one which appears to understand the power and value of trust and another which does not. In June the systems pr… Read more