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Customer Centricity Corner with Peter Lavers – Digital Transformation

March 13, 2023

How to ensure that Customer Centricity is central in your drive to digitally transform your company In this edition of the Customer Centricity Corner,…

Why Build Trust?

February 28, 2023

Why bother, why build trust in my organisation? There’s a lot of talk about why you could build trust in B2B these days, and a lot of inflated claims…

Customer Centricity Corner with Peter Lavers – Keeping customers at the heart of Innovation

February 20, 2023

Keeping customers at the heart of Innovation Companies are well aware that they must continue to innovate to survive, but how can they do this in a customer…

No going back to the old way of managing customers and partners

Peter Lavers’ article on thrifting gets featured in CX Magazine

February 20, 2023

Many people believe that 'thrifting' only refers to second-hand shopping, charity shops, flea markets/rummage sales, and buying all things “vintage”…

Customer Centricity Corner with Peter Lavers – What is Customer Centric Account Management?

February 6, 2023

What is Customer Centric Account Management? The subject today is “Customer Centric Account Management”, and I’m delighted to introduce two guests,…

Customer Centricity Corner with Peter Lavers – What Loyalty Means in Business to Business

January 23, 2023

What Loyalty means in Business to Business Everyone who’s passionate about customer centricity would agree that loyalty is a good thing. But when your…

Can ‘thrifting’ be incorporated into mainstream Retail?

January 18, 2023

Can ‘thrifting’ be incorporated into mainstream Retail? SAS Report inspires new ideas to reach savvy and sustainability-conscious shoppers The SAS…

Customer Centricity Corner with Peter Lavers – Using Customer Segmentation Models

January 10, 2023

CUSTOMER CENTRICITY CORNER - Using Customer Segmentation Models Customer Attuned director and CX Influencer, Peter Lavers, talks with Appreciate…

Modern Retailing – Customer Centric and Insight Driven

December 19, 2022

Modern Retailing – Customer Centric and Insight Driven SAS Report confirms that the Retail sector needs to do things differently Author: Peter Lavers I…

Sales Capability Frameworks for Key Account Managers

December 19, 2022

Sales Capability Frameworks for Key Account Managers Alan Thompson and David Brown discuss Sales Capability Frameworks and building competency pathways,…

Customer Attuned Director Peter Lavers contributes to major new SAS report on retail spending

December 16, 2022

Customer Attuned’s founding director Peter Lavers has contributed a section to SAS UK & Ireland’s brand new retail shopping report: Christmas…

Customer Centricity Corner with Peter Lavers – What does it mean to RMB?

December 16, 2022

CUSTOMER CENTRICITY CORNER Interviewee: Mumbi Odame Hello, my name is Peter Lavers and welcome to this first edition of the Customer Centricity…

Why is it important to have a Sales & Account Management Framework?

November 14, 2022

Why is it important to have a Sales & Account Management Framework? Experts in people development, Alan Thompson and David Brown, discuss…

Trust is Key to Growth in Sales and Account Management

October 31, 2022

Trust is Key to Growth in Sales and Account Management Dr Mark Hollyoake was recently asked to lead a talk on B2B Trust with the Institute of Sales Professionals. In…

Training & Development – providing staff a reason to stay

October 27, 2022

Training & Development – providing staff a reason to stay Alan Thompson discusses talent shortages across sectors, and why companies find it difficult…

Peter Lavers talks about Managing B2B Trust on The Only One Business Show Podcast

The Only One Business Show Podcast – Peter Lavers talks about Managing B2B Trust

October 21, 2022

The Only One Business Show Podcast - Peter Lavers talks about Managing B2B Trust James Nathan, is one of the world's top 30 global gurus in…

Who do you trust when times are tough?

October 19, 2022

In this blog, Dr Mark Hollyoake looks at issues of who you can trust when times are tough, using examples from the retail sector. Knowing where your B2B…

What is Business-to-Business Trust?

October 10, 2022

What is Business-to-business trust? It’s a willingness to make yourself vulnerable to another party in the expectation of positive outcomes. Customer…

Trust: the growth engine of B2B customer relationships

Institute of Sales Professionals Webinar – Dr Mark Hollyoake Talks about Trust

October 7, 2022

Trust: the growth engine of B2B customer relationships Dr Mark Hollyoake Joins the panel at the Institute of Sales Professionals Trust seems to be the…

Explainable Ai - What is the B2B relevance?

What’s the Relevance of Explainable AI in B2B?

September 22, 2022

What’s the Relevance of Explainable AI in B2B? Explainable or Interpretable AI (XAI) is all about humans being able to understand the result, output…

Institute of Professional Sales - KAM Club Launch image

Institute of Sales Professionals KAM Club Launch – Dr Mark Hollyoake joins the panel

August 17, 2022

Institute of Sales Professionals Launches the KAM Club The practices and processes for managing and growing customer portfolios is in constant…

Negotiating in Changing Markets

August 16, 2022

Negotiating in changing markets For many experienced negotiators, either on the supplier or purchasing side, managing complex B2B negotiations…

Why is Sales Capability Important?

July 12, 2022

Why is Sales Capability important in your company? Experts in people development, Alan Thompson and David Brown, discuss what it means to have a sales…

Peter Lavers Features in SAS Step Programme

July 7, 2022

SAS, the leader in analytics and artificial intelligence, is providing a free re-skilling and employment initiative to help repair the economy, empower…

Is your company Customer Attuned?

June 15, 2022

Customer Management looks different for a lot of companies, for one company Customer Experience is the priority, for another it's about Building Trust,…

Dr Mark’s Virtual Tea Time Chat with Andrew Hough, Institute of Sales Professionals

May 18, 2022

In this episode, Dr Mark talks to Andrew Hough, CEO of the Institute of Sales Professionals. The Institute of Sales Professionals has already grown…

How well do you manage customer value?

May 6, 2022

In the insurance and wider financial services sector, the concept of customer value is growing in profile all the time. This has come about mainly, though…

Adopting A Customer Centric Culture Demands One Thing

April 11, 2022

Adopting A Customer Centric Culture Demands One Thing Customer Attuned Associate Paul Cranston considers what it takes to successfully adopt…

Playbooks in customer experience management

March 28, 2022

In my role as a consultant and adviser to companies across sectors, I am increasingly coming across and hearing about the utilisation of playbooks in customer…

No going back to the old way of managing customers and partners

March 25, 2022

No going back to the old way of managing customers and partners Let's face it, there is no going back to the old way we are used to in how we manage our…

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Why Build Trust?

February 28, 2023

Why bother, why build trust in my organisation? There’s a lot of talk about why you could build trust in B2B these days, and a lot of inflated claims…

The Only One Business Show Podcast – Peter Lavers talks about Managing B2B Trust

October 21, 2022

The Only One Business Show Podcast - Peter Lavers talks about Managing B2B Trust James Nathan, is one of the world's top 30 global gurus in…

Who do you trust when times are tough?

October 19, 2022

In this blog, Dr Mark Hollyoake looks at issues of who you can trust when times are tough, using examples from the retail sector. Knowing where your B2B…

What is Business-to-Business Trust?

October 10, 2022

What is Business-to-business trust? It’s a willingness to make yourself vulnerable to another party in the expectation of positive outcomes. Customer…

What’s the Relevance of Explainable AI in B2B?

September 22, 2022

What’s the Relevance of Explainable AI in B2B? Explainable or Interpretable AI (XAI) is all about humans being able to understand the result, output…

B2B Leaders – Make Trust Building A Reality – B2B Trust Series Part 2

May 4, 2021

B2B Leaders, Make Trust Building A Reality In this blog Dr Mark Hollyoake, addresses Trust at organisation /leadership level and your role as a leader…

What is your Customer Relationship Purpose? B2B Trust Series Part 1

March 18, 2021

What is your Customer Relationship Purpose? How many of us have actually taken the time to ask ourselves this question and then tried to answer it? And…

The Trust Factor - Making B2B Trust your business DNA - Panel Summary

Customer Attuned

The Trust Factor – Making B2B Trust your business DNA – Read the panel summary

November 10, 2020

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…

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Peter Lavers’ article on thrifting gets featured in CX Magazine

February 20, 2023

Many people believe that 'thrifting' only refers to second-hand shopping, charity shops, flea markets/rummage sales, and buying all things “vintage”…

Customer Centricity Corner with Peter Lavers – What is Customer Centric Account Management?

February 6, 2023

What is Customer Centric Account Management? The subject today is “Customer Centric Account Management”, and I’m delighted to introduce two guests,…

Customer Centricity Corner with Peter Lavers – What Loyalty Means in Business to Business

January 23, 2023

What Loyalty means in Business to Business Everyone who’s passionate about customer centricity would agree that loyalty is a good thing. But when your…

Can ‘thrifting’ be incorporated into mainstream Retail?

January 18, 2023

Can ‘thrifting’ be incorporated into mainstream Retail? SAS Report inspires new ideas to reach savvy and sustainability-conscious shoppers The SAS…

Customer Centricity Corner with Peter Lavers – Using Customer Segmentation Models

January 10, 2023

CUSTOMER CENTRICITY CORNER - Using Customer Segmentation Models Customer Attuned director and CX Influencer, Peter Lavers, talks with Appreciate…

Modern Retailing – Customer Centric and Insight Driven

December 19, 2022

Modern Retailing – Customer Centric and Insight Driven SAS Report confirms that the Retail sector needs to do things differently Author: Peter Lavers I…

Customer Centricity Corner with Peter Lavers – What does it mean to RMB?

December 16, 2022

CUSTOMER CENTRICITY CORNER Interviewee: Mumbi Odame Hello, my name is Peter Lavers and welcome to this first edition of the Customer Centricity…

Adopting A Customer Centric Culture Demands One Thing

April 11, 2022

Adopting A Customer Centric Culture Demands One Thing Customer Attuned Associate Paul Cranston considers what it takes to successfully adopt…

1 2

Is your company Customer Attuned?

June 15, 2022

Customer Management looks different for a lot of companies, for one company Customer Experience is the priority, for another it's about Building Trust,…

How well do you manage customer value?

May 6, 2022

In the insurance and wider financial services sector, the concept of customer value is growing in profile all the time. This has come about mainly, though…

No going back to the old way of managing customers and partners

March 25, 2022

No going back to the old way of managing customers and partners Let's face it, there is no going back to the old way we are used to in how we manage our…

Six lenses of best practice for Customer Charter development

February 10, 2022

Customer charters can play a key role in manifesting your wider brand promise into concrete standards and commitments that you are happy for your customers…

New Event: The Impact of Hybrid Working on How we Build and Manage Trusted Customer Relationships

October 27, 2021

The Impact of Hybrid Working on How we Build and Manage Trusted Customer Relationships We are pleased to announce our next event will be on how we build…

What do you call a FMCG Consultant? Trouble-shooter, Problem Solver and Magician!

April 29, 2021

What do you call a FMCG Consultant? Trouble-shooter, Problem Solver and Magician! Over the last few years and working with the team here at Customer Attuned…

A Year in Lockdown Supporting our Customers

April 14, 2021

A year in lockdown supporting our customers Looking back at the last 12 months, it’s easy to focus on the negative news and forget the positives that…

Why treating customers fairly should be a top priority

February 3, 2021

As an independent customer experience expert on the SAS Collaborators Programme, I'm delighted to have my new blog "Why treating customers fairly should…

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Sales Capability Frameworks for Key Account Managers

December 19, 2022

Sales Capability Frameworks for Key Account Managers Alan Thompson and David Brown discuss Sales Capability Frameworks and building competency pathways,…

Why is it important to have a Sales & Account Management Framework?

November 14, 2022

Why is it important to have a Sales & Account Management Framework? Experts in people development, Alan Thompson and David Brown, discuss…

Trust is Key to Growth in Sales and Account Management

October 31, 2022

Trust is Key to Growth in Sales and Account Management Dr Mark Hollyoake was recently asked to lead a talk on B2B Trust with the Institute of Sales Professionals. In…

Negotiating in Changing Markets

August 16, 2022

Negotiating in changing markets For many experienced negotiators, either on the supplier or purchasing side, managing complex B2B negotiations…

Why is Sales Capability Important?

July 12, 2022

Why is Sales Capability important in your company? Experts in people development, Alan Thompson and David Brown, discuss what it means to have a sales…

How do you align sales director objectives with the board?

In the press: Dr Mark Hollyoake on Selling in a Pandemic

December 1, 2021

The Journal of International Sales Transformation, reached out to Dr Mark Hollyoake, to give his views on "Selling in a Pandemic" in their latest Special…

Emerging from the Pandemic – Journal of Sales Transformation

December 1, 2021

Dr Mark Hollyoake gives an overview to 'Selling in a Pandemic' in the latest issue of the International Journal of Sales Transformation. To read the full…

How do you align Sales Director objectives with your board colleagues?

July 14, 2021

How do you align Sales Director objectives with your board colleagues? Answers – multiple choice as follows; Shout louder! Give them…

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Trust Evaluation & Development

Building Trust in the Supply Chain

March 9, 2021

How do you go about building trust in the supply chain? Working with independent food and beverage wholesalers during the pandemic has been a real rollercoaster…

Is it possible to systematically develop trust to a mutual competitive advantage in B2B?

April 16, 2020

When companies and suppliers are reliant on each other for mutual benefit, is it possible to systematically develop trust to a mutual competitive advantage…

The Softer Side of Trust Building

November 22, 2016

When looking at literature on B2B trust and empirical evidence on building a trust based relationship, I identified drivers which fall into two distinct…

Building Trust into your Customer Plans

May 26, 2016

Few people would doubt that building trust forms one of the foundations of a positive and mutually beneficial relationship. Yet, within B2B a lot of research…

The Great Debate (5) – Building Trust

March 23, 2015

Trust is the willingness to be vulnerable based upon positive expectations about another’s intentions or behaviours. - Rousseau et al Trust is one…

Ten insights from the B2B sector about Building Trust

March 5, 2015

In the latest Great Debate at the magnificent Crystal Building in London we discussed the most fundamental component of B2B customer relationships: Trust.…

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Why is Trust key in Financial Services?

March 3, 2022

Why is Trust key in Financial Services? The financial services sector shows no signs of slowing down, a lack of challengers, disruptors or a…

The International Journal of Sales Transformation

The Trust Dividend – by Dr Mark Hollyoake – Press Feature

October 7, 2021

The Trust Dividend by Dr Mark Hollyoake, featured in The International Journal of Sales Transformation. October 2021 To read the full article, click…

Building ‘Business-to- Business’ Trust At Operations Level. Part 3

July 16, 2021

Building ‘Business-to- Business’ Trust At Operations Level Let's take a look at trust development and how to "make it happen" and turn leadership…

The Trust Factor - making B2B Trust Your Business DNA

The Trust Factor – Speaker Spotlight

October 7, 2020

Register here

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

June 16, 2020

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…

Trust is not a binary on/off switch

December 17, 2019

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…

Trusted Relationships = Consistently Good Service

June 6, 2019

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)…

Why are Trust and Commitment so Important in B2B?

May 23, 2019

“Commitment and trust, rather than (or at least in addition to) power and dependence, are now central to discussions of business relationships. Researchers…

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Playbooks in customer experience management

March 28, 2022

In my role as a consultant and adviser to companies across sectors, I am increasingly coming across and hearing about the utilisation of playbooks in customer…

SAS

Utilities need to improve the customer experience for B2B key accounts.

March 16, 2022

“Utilities today are facing more existential threats than ever before. Third-party providers of clean energy now offer a credible alternative to the…

Watch the Panel here – Digital Transformation In Healthcare

November 8, 2021

What does it take to lead a digital transformation in healthcare? Wil Payne, Leadership consultant and coach of Newland Partners, chaired the second panel…

Digital Transformation in Healthcare event 2

Digital Transformation in Healthcare – Part 2

October 12, 2021

What does it take to lead a digital transformation in healthcare? Wil Payne, Leadership consultant and coach, chairs the second panel discussion in this…

Top 25 CX Blogs

June 23, 2021

We are delighted to announce that the Customer Attuned blog has been included in HelpSquad's list of "25 Customer Experience Blogs to Add to your Weekly…

Supporting clients as they manage their new homeworkers

December 8, 2020

One thing that we haven’t been short of in social media this year, has been articles and advice aplenty on how to deal with the challenges posed by Covid19, but what about articles on supporting clients as they manage their new homeworkers?

Joined up Voice of Customer and Staff Studies

November 18, 2020

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…

SAS

Risk to reward: Risk assessment for competitive advantage

September 29, 2020

When considering risk, the rhetoric is often around prevention. How could we have prevented the financial collapse of 2008? Or the widespread disruption…

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