Author: Peter Lavers

A man pointing his finger on the screen with B2B written on it.

Building B2B trust for more customer-centricity

Building B2B trust can enable businesses sustainable growth, customer-centricity, and employee satisfaction. Learn about a model that can help companies integrate cross-team collaboration and break silos effectively. In my many years as a practitioner and consultant in the field of...

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Earned, not Given: The Secret to Customer Loyalty in the Digital Age

The SAS/Futurum Experience 2030 report has posed an interesting question: what will drive customer loyalty by 2030? The landscape of customer loyalty is changing. Gone are the days where consumers placed blind faith in brands, shopping habitually for their convenience. Empowered...

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A Customer Experience Expert Tackles Two of the Most Common Mistakes Companies Make

The world is going omni-channel*, and understanding / managing your customers’ cross-channel journeys and usage of ever-proliferating media are at the heart of Customer Experience theory. There are numerous different approaches to map out the current and desired experience that I’ve...

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