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Book cover for Trusted:  The human approach to building outstanding client relationships in a digitised world, a book by Lyn  Bromley, Donna  Whitbrook


The human approach to building outstanding client relationships in a digitised world
2017 ᛫
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Shortlisted for the Judges’ Choice Award, The Business Book Awards 2017In a world of increasingly digitised interactions it’s more essential than ever for businesses to connect with their customers and staff on a human level.  Trusted gives clear strategies to build and maintain deep professional relationships, authentically. The revolutionary T-spot model explores the five essential areas that must be aligned to create professional trust - mindset, communication, interaction, behaviour and professional image - and reveals where the ‘credibility thief’ is damaging that trust and, ultimately, your profits. Beautifully designed with concepts illustrated visually throughout, Trusted is full of inspirational ideas, top tips and insights drawn from the authors’ work with world-class organisations. It shows leaders how to focus on the skills that impact on the client experience and the company’s ability to deliver outstanding service, resulting in improved profits, employee retention, company growth and competitive advantage.