Our Biggest Customer is a Bully. Help!
I was recently reminded of an interesting past edition of Management Today — it included an article about bullying. No, not online bullying or workplace bullying, but B2… Read more
Why are Trust and Commitment so Important in B2B?
“Commitment and trust, rather than (or at least in addition to) power and dependence, are now central to discussions of business relationships. Researchers and practitioner… Read more
Satisfaction or ‘Statisfaction’?
One of my esteemed colleagues recently sent a draft document to me that had a typo – satisfaction had been spelt with an extra ‘t’, making up a new word ‘statisfaction’.
T… Read more
Susan And Bill Have Relationship Problems – Episode 3
The Susan & Bill Trilogy
The last time we met Susan and Bill, they were discussing survival tactics. Thankfully, they have managed to get the company back on an even keel – e… Read more
Susan And Bill Have Relationship Problems – Episode 2
The Susan & Bill Trilogy
Following on from last week’s post on Bill and Susan, we explore what happens next in their story.
EPISODE 2: “Performing Zone” versus “Dan… Read more
Susan And Bill Have Relationship Problems – Episode 1
The Susan & Bill Trilogy
When our partner Deep-Insight launched its B2B NPS white paper, we created a storyline around two fictitious characters called Bill (a thoughtful bu… Read more
Financial Services: Developing Quality Relationships With Your Intermediaries
“To manage great relationships, we need great people”
Much of the UK insurance and wealth management industry is reliant on a distribution model centred on the key role of bro… Read more
Talking Trust for IBM’s Latest thinkLeaders Podcast
As part of my role as an IBM Futurist, I was asked to feature as a guest for the thinkLeaders Podcast, recorded from the IBM Think 2019 Conference in San Francisco. In the podcast enti… Read more
Customer Attuned Delivers Real Value for Trusted Partners Deep-Insight
February was a busy month for us as we were in the final delivery stage of two key projects with our partners at Deep-Insight. These projects demonstrate the real value in working wi… Read more
Thoughts from Dimension Data’s CX Benchmarking Report Roundtable
This January, top industry leaders joined together to discuss Dimension Data’s recent 2019 Customer Experience Benchmarking Report. As a recognised CX influencer, I wa… Read more
Building Better B2B Relationships-
