We’re delighted to report that a quote from our director Peter Lavers has been included in Salesforce‘s #SalesforceGratitude campaign.
The question was “T… Read more
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
https://customerattuned.com/wp-content/uploads/2019/06/shutterstock_1067105606-2.jpg470704Peter Lavershttp://customerattuned.com/wp-content/uploads/2022/08/logo-1.svgPeter Lavers2020-11-18 14:56:362022-06-23 10:22:02Joined up Voice of Customer and Staff Studies
Trust is a key dynamic in business to business (B2B) relationship success. It is often quoted and referenced, yet little understood.
It has taken me over five years of academic doc… Read more
https://customerattuned.com/wp-content/uploads/2020/07/TrustDNA-model_2020.jpg10061004Dr Mark Hollyoakehttp://customerattuned.com/wp-content/uploads/2022/08/logo-1.svgDr Mark Hollyoake2020-07-01 12:34:492022-06-22 12:47:29Unpacking the B2B Trust DNA™ Model
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
https://customerattuned.com/wp-content/uploads/2019/06/shutterstock_694253248-2.jpg469704Dr Mark Hollyoakehttp://customerattuned.com/wp-content/uploads/2022/08/logo-1.svgDr Mark Hollyoake2020-06-16 17:05:502022-06-23 10:28:00Losing the opportunity to add value could also lose you trust and the business.
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
https://customerattuned.com/wp-content/uploads/2020/05/Sales_Profits.jpg6571300Peter Lavershttp://customerattuned.com/wp-content/uploads/2022/08/logo-1.svgPeter Lavers2020-05-11 06:30:022023-06-21 09:10:25Not making your targets? Don’t despair!
When it comes to dealing with customer requests and complaints, speed is of the essence. Or, at the very least it should be. Research shows that the average time for customer servic… Read more
https://customerattuned.com/wp-content/uploads/2020/02/LiveChat.jpg192413customerattunedhttp://customerattuned.com/wp-content/uploads/2022/08/logo-1.svgcustomerattuned2020-02-24 17:53:532022-06-23 12:28:509 Live Chat Benefits for B2B (Infographic)
Huge congratulations to one of our directors, Mark Hollyoake, for successfully completing and passing his Doctorate, analysing and proving the constituents of B2B Trust.
Is it… Read more
https://customerattuned.com/wp-content/uploads/2018/09/Lecturing-e1580148193455.jpg378662Dr Mark Hollyoakehttp://customerattuned.com/wp-content/uploads/2022/08/logo-1.svgDr Mark Hollyoake2020-01-27 17:59:142023-06-21 09:11:36Mark Hollyoake gains his Doctorate on B2B Trust
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 was a major factor in our general ele… Read more
https://customerattuned.com/wp-content/uploads/2019/12/SAS-CX2030_1.jpg284725Peter Lavershttp://customerattuned.com/wp-content/uploads/2022/08/logo-1.svgPeter Lavers2019-12-17 14:42:172023-06-21 09:12:06Trust is not a binary on/off switch
There can be little doubt that understanding how ‘value’ is distributed across their customer base is important to virtually all commercial organisations. Reflecting the valu… Read more
https://customerattuned.com/wp-content/uploads/2019/12/CVMseg1.jpg461460Paul Westonhttp://customerattuned.com/wp-content/uploads/2022/08/logo-1.svgPaul Weston2019-12-17 11:43:332022-06-23 12:39:36Six barriers to meaningful Customer Value Analysis – and how to get over them
Following our successful breakfast event in Edinburgh earlier in the year, we are delighted to be running a similar event in Birmingham on 17th October. Our thanks to Barclays who… Read more