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Not making your targets? Don’t despair!

Most companies are facing their biggest challenges of peacetime history as we navigate through the Coronavirus pandemic. Some won’t make it. Falling sales and profits? Many are… 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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Panviva’s Top CX Influencers

International recognition as a top influencer / expert in the field of Customer Experience (CX) is not something that Customer Attuned’s co-founder Peter Lavers has act… Read more
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Trusted Relationships = Consistently Good Service

At Deep-Insight, I spend a lot of my time trying to help our clients figure out how to build strong trusted relationships with their B2B (Business-to-Business) customers. Trust i… Read more
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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 B2Bully… Read more
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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 practitioners h… Read more
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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’. That got me th… Read more
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Don’t Neglect the Political Dimension of Applying Analytics or Insight

To complement recent advice from our guest bloggers, let’s consider the political dimension of applying analytics in business. Annette & Peter have shared useful tips on ap… Read more
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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 – excu… Read more