Customer Experience Improvement Archives - Page 3 of 8

Panviva’s Top CX Influencers

November 20, 2019/in News /by Ellie Luk

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

Exceeders’ List of top 10 Customer Experience Influencers

October 23, 2019/in News /by Alan Thompson

Customer Attuned co-founder Peter Lavers has again been named as a top influencer in the realm of Customer Experience (CX). The list has been created by Exceeders – an IT community… Read more

Our Biggest Customer is a Bully. Help!

May 28, 2019/in Customer Management /by John O'Connor

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

Why are Trust and Commitment so Important in B2B?

May 23, 2019/in Embedded Trust /by John O'Connor

“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

Satisfaction or ‘Statisfaction’?

May 20, 2019/in Business Capabilities /by Peter Lavers

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

Susan And Bill Have Relationship Problems – Episode 3

May 2, 2019/in Sales and Account Management /by John O'Connor

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

Susan And Bill Have Relationship Problems – Episode 2

April 26, 2019/in Sales and Account Management /by John O'Connor

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 “Danger Zone” S… Read more

Susan And Bill Have Relationship Problems – Episode 1

April 18, 2019/in Sales and Account Management /by John O'Connor

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

March 15, 2019/in Customer Management /by Nicola Denny

“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 brokers… Read more

Talking Trust for IBM’s Latest thinkLeaders Podcast

March 7, 2019/in News /by Peter Lavers

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

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