Tag Archive for: Trust

Peter Lavers

12 Days of Xmas #7: my COO said to me “How can our operations be more customer focused?”

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On the 7th day of Christmas my COO said to me “How can our operations be more customer focused?” It’s one thing to talk strategically about customer centricity in B2B but it’s anothe… Read more
Alan Thompson

12 Days of Xmas #6: My head of customer experience said to me “If Santa can map his journey to deliver on time then why can’t we?”

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On the 6th day of Christmas my head of customer experience said to me, “If Santa can map his journey to deliver on time then why can’t we?” Well ok, that may be too difficult a task for us… Read more
Dr Mark Hollyoake

12 Days of Xmas #5: I created Five Golden Rules for Distribution Management

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The 5th day of Christmas: Five Gold Rules (for Distributor Management) I realised that I was way behind in Distributor Management; I skipped all the maids, hens, lady’s leaping, d… Read more
Peter Lavers

12 Days of Xmas #4: My contact centre manager said to me: We have to simplify our contact channels

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On the 4th day of Christmas my contact centre manager said to me, “We have to simplify our contact channels” Many marketers complain about the unresponsiveness of customers, but… Read more
Dr Mark Hollyoake

12 Days of Xmas #3: My largest customer said to me: we need to explore a more formalised relationship

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On the 3rd day of Christmas my largest customer said to me “we need to explore a more formalised relationship”. A call or note like this from a customer who provides a significant amo… Read more
Dr Mark Hollyoake

Trust Ladder Part 4: Trust, Interdependence & Equitability

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What are the common problems facing Customer Management organisations seeking to move up the Trust Ladder and how do they tackle them to improve performance? Our last blog focuse… Read more
Dr Mark Hollyoake

Trust Ladder Part 3: Improving Performance

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What are the common problems facing Customer Management organisations seeking to move up the Trust Ladder and how do they tackle them to improve performance? Research from suppl… Read more
Dr Mark Hollyoake

Trust Ladder Part 2: Cost Release, Efficiency and Effectiveness

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What are the common problems facing Customer Management organisations seeking to move up the Trust Ladder and how do they tackle them to improve performance? Our second blog focu… Read more
Dr Mark Hollyoake

Trust Ladder Part 1: High Performing Customer Management Organisations

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What are the key characteristics of high performing Customer Management organisations on the Trust Ladder? Data from our B2B assessments show marked differences between organ… Read more