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 several senior executives in large international B2B 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 those […]

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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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