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

Trusted: The human approach to building outstanding client relationships in a digitised world

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Summary



In a world of increasingly digitised interactions we still have a desire to connect on a human level.  Trusted is full of inspirational ideas, top tips and insights from our experience of working with world-class organisations. It shows leaders how to focus on the skills that impact on the client experience and deliver outstanding service.

Lyn Bromley has been the managing director of First Impressions Training Ltd since September 2010. She is an experienced people manager, trainer and consultant. Her wide-ranging corporate background spans finance, training, consultancy and project management. She held senior leadership positions and has worked with clients from a whole host of industries, from financial services to law, and from SMEs to blue-chip organisations. Donna Whitbrook is an experienced corporate consultant and people developer. Her extensive corporate background spans finance, training, consultancy, performance improvement, governance and strategy. She has held senior management positions in banking and finance and board-level positions in the public and third sectors. Lyn and Donna have a real belief in the work they promote. They are passionate about developing leaders and helping businesses to transform the performance of their individuals and teams, enabling them to reflect their organisation’s brand vision and values and deliver world-class service to their valued clients.

Donna Whitbrook is an experienced corporate consultant, people developer and coach. Her extensive corporate background spans finance, training, consultancy, performance improvement, governance and strategy. She has held senior positions in Banking and Finance and Board level positions in the Public and Third Sectors. Her key strengths being turn around of underperformance, service delivery and relationship management. Donna is passionate about helping businesses to transform the performance of individuals and teams enabling them to reflect the brand values of the organisation and to create outstanding customer service. She believes that, in today’s world of work, being competent and doing a really good job is simply not enough. Today we have to have the ability to create impact and maximise our personal presence in order to be positively memorable. Being a brand ambassador for our business and being able to engage with others confidently in order to build successful, professional relationships is key to outstanding performance.