Posts

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Why treating customers fairly should be a top priority

As an independent customer experience expert on the SAS Collaborators Programme, I’m delighted to have my new blog “Why treating customers fairly should be a top pr… Read more
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Peter Lavers Voted as top CX Professional

We’re happy to report that our founding director Peter Lavers has been voted by the readers of the UK’s Customer Experience (CX) Magazine as one of the top 50 CX Profes… Read more
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9 Live Chat Benefits for B2B (Infographic)

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
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Customer Experience: Digital or Human?

Delivering a ‘human’ customer experience in a future that’s increasingly ‘digital’. Reading the SAS / Futurum “Experience 2030” report about how “consumers don’t just use digi… Read more
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Mark Hollyoake gains his Doctorate on B2B Trust

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
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Providing Leadership Through Change & Uncertainty – B2B Trust Series Event – 18 March 2020

**COIVD 19 UPDATE: Event postponed until Thursday 4th June 2020** It is with great regret that we have decided to postpone the breakfast event on Wednesday 18th March and resched… Read more
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Fonolo: Top 20 Customer Service blogs to read in 2020

Congratulations to one of our founding directors Peter Lavers, who has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo, who provid… 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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Trust is not a binary on/off switch

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
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Six barriers to meaningful Customer Value Analysis – and how to get over them

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