Why is building trust in business extremely powerful? With Dr Mark Hollyoake from Customer Attuned

Summary: Most business-to-business (B2B) relationships are purely transactional, however, willingness to be vulnerable with other parties, and to work with them based on an assessment of their ability and credibility in their field, can result in a mutual value exchange and partnership development over time.

In this episode, Dr Mark Hollyoake explains his concept of the ‘S’ Curve of Trust, along which businesses can move as they share more information about one another and thus become increasingly interdependent.

Quote: "The more there's a common understanding and alignment, the more there is the sharing of plans and future aspirations that can make that initial transactional relationship far more immersive, and the two parties can work together for a common goal or a common good or for those mutual values."

Customer Attuned – The ‘S’ Curve of Trust

Dr Mark Hollyoake’s LinkedIn Profile

Chris Withers LinkedIn Profile

Run time: 15.00

About the guest:

Dr Mark Hollyoake, associate lecturer at the University of the West of England, is also co-founder and Director of a customer management consultancy, Customer Attuned Ltd.

About the host:

Chris Withers, Broker Distribution Director at Ecclesiastical, is responsible for developing Ecclesiastical’s proposition for its broker partners, leading the sales team and for building even stronger relationships with brokers. Chris has over 25 years’ of wide-ranging insurance industry experience, having previously worked at Covea and RSA.

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