If Trust is so important, why do so few companies measure it?

Most people understand implicitly that good Business to Business (B2B) relationships are built on a strong foundation of trust. But if Trust is so important, why do so few companies measure it? It’s a question that has always intrigued me. I must admit that I’m still struggling to find the answer. The fact is that […]

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Free Draw!

Interested in a Free Book for your Late Summer Holistays? Of course you are! Everybody likes a freebie. A free draw. Sitting on the beach; chilling out; reading a book. But which one? Or which beach? Given all that’s happening in the world at the moment, few of us are traveling long distances to get […]

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Key Account Management – First Principles

When we wrote Customer at the Heart, my co-author Peter Whitelaw and I interviewed a number of senior executives in large international companies. Some were CEOs; others were Sales Directors; many were CX Directors or Chief Customer Officers. To be honest, the really fun part of writing the book was the interview process. Assembling all […]

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The Importance of Iteration in B2B Customer Centricity

GUEST BLOG FROM PETER WHITELAW, AUSTRALIAN BUSINESS CONSULTANT AND CO-AUTHOR OF CUSTOMER AT THE HEART   Wash, Rinse, Repeat If you conduct a customer survey only once, you capture a single ‘snapshot’ in time. That snapshot will usually give you valuable information including customer concerns that deserve remedial actions. BUT you: 1. Will never know […]

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Your Feedback on our Performance

Cobbler’s Children There’s an old saying that “the cobbler’s children are the worst shod”. In the past that definitely applied to Deep-Insight. We advise clients like Atos, BT and Serco to build customer centricity through: – Annual strategic assessment of all clients – Clear plan for choosing the right contacts and getting them to commit […]

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