TLF Gems

Stephen talks to Greg about his webinar on the insight to be gained from talking to customers (especially in B2B relationships) when they first sign up or when they’re on their way out. You can watch the webinar on demand here: https://www.tlfresearch.com/webinars/b2b-onboarding-acquisition-and-exiting-customer-surveys/

Greg talks to Stephen about his recent webinar “Closing the loop with customers”. They talk about the different loops that need to be closed, some ways to do it, and agree that every customer deserves feedback if they want it. You can watch the webinar here: https://www.tlfresearch.com/webinars/essentials-closing-the-loop-with-customers/

Stephen and Greg chat about arguably the most important part of customer insight – using what you learn from customers to improve the customer experience. You can download the action plan template mentioned in the episode here: https://www.tlfresearch.com/downloads/cx-tools-and-templates/action-plan-template/ And if you want more detail, we also run an online course on action planning: https...

In September we held our first conference since the pandemic, and it was really good to be back. Greg and Stephen talk through the speakers and discuss some of the highlights of the day (not just the food).

Greg quizzes Stephen about his recent webinar “5 ways to make more impact with your charts and reporting” (which he is beginning to realise is a title that could do with some editing!) They discuss the different hats that you need to wear to turn data into a story, how the needs of your audiences… Continue reading How To Make More Impact With Your Charts

The construction sector is fascinating from a customer experience and insight point of view. So many stakeholders, so many relationships, so many opportunities to build understanding and make things better! In this episode Greg and Stephen discuss some of the challenges of using customer research in the construction sector, and the benefits of focusing on… Continue reading Construction Custo...

Greg and Stephen discuss some of the things that make business to business (B2B) customer research different from business to consumer (B2C), based on Greg’s webinar. Is survey fatigue a red herring? We think it is! If you missed the webinar you can find it here: https://www.tlfresearch.com/webinars/b2b-sampling-methodology-and-battling-response-rates/

For the past few years we’ve run an annual webinar looking at trends affecting the CX landscape that organisations need to be aware of for the year ahead. We shared some stats for context in terms of consumer sentiment, satisfaction, AI adoption, and sustainability; made some gentle predictions about the future; and outlined some choices… Continue reading The Customer Experience Landsc...

Greg and Stephen both attended the Spark 23 conference in Birmingham at the end of October. It’s an annual conference and awards dinner for the Service Desk Institute, and as you can hear in the discussion, they really enjoyed their first visit. What does it tell us about where the IT Services sector is going,… Continue reading SDI Conference – Spark 23

Greg and Stephen discuss how to make sure a research project delivers value for money, based on Greg’s webinar. Some keys are: thinking in advance about what you’re going to do with the results, proving the value of investing in customers, and making sure your survey basics are sound. If you missed the webinar, you… Continue reading Does your research provide value for money...

Greg and Stephen, with a little help from ChatGPT, discuss the impact of AI on the customer experience. What are the potential benefits and risks? How important is it to get the fundamental data capabilities of your business right first? What will the impact be on jobs?

Stephen and Greg talk about Greg’s recent webinar, the first of a series, on customer satisfaction in the IT Services sector. It’s an industry with huge enthusiasm for surveys, but is it always getting the most out of the research it does?

Greg talks to Stephen about his annual webinar on the Customer Experience Landscape. There’s lots of uncertainty on the horizon, but Stephen argues that resilience and long-term thinking is the key to surviving and thriving in 2023. If you missed the webinar, you can watch it on demand: https://www.tlfresearch.com/webinars/the-customer-experience-landscape-2023/

In this episode we feature an interview between Stephen and Irina Poddubnaia of Trackmage, a company which specialises in helping E-commerce organisations with their “post purchase experience” — delivery tracking, communication, and reviews. Stephen and Irina talk about the missed opportunities in post-purchase communications, why organisations value new customers over existing custome...

In the second part of his interview with Albert Evans of ContactEngine, Stephen asked Albert for some more detail on how behavioural science can play a part in the customer experience. They talked about the importance of testing, the power of details in the experience, and how to know when to stop. You can read… Continue reading The Interview – Albert Evans, Part 2

Greg and Stephen discuss customer loyalty, based on Stephen’s recent webinar. Customer loyalty is much misunderstood (it’s about far more than retention and “loyalty programmes”), but used in the right way it can be the key to linking the operational focus of customer experience to your organisation’s strategy. If you missed the webinar, you can… Continue readin...

Can you believe Net Promoter Score is 18 years old? Love it or hate it, you can’t deny that NPS has been the most successful movement in the history of customer research. NPS has become a de facto standard, but like its inventor Fred Reichheld, we have reservations about the way in which it’s used.… Continue reading How NPS is Used

Stephen quizzes Greg about his recent webinar “Using the Voice of the Customer to Change Your Organisations’ Culture“. It’s not about “voice of the customer” research programmes, but about ways in which the actual voice of the customer (captured in audio, video, or in the flesh) can be used to make an impact.

We now have over three years’ worth of data about consumer sentiment in the UK from our Index of Consumer Sentiment. In this episode Greg and Stephen discuss why TLF Research started measuring consumer sentiment, what the trends show, and why it matters. You can download the free white paper to explore the findings in… Continue reading The Index of Consumer Sentiment

Greg talks to Stephen about his annual webinar on the Customer Experience Landscape, and the five themes he identified for the year: The New Normal, Trust, Ownership, Systems, and Experience. One of Stephen’s recommendations was to sign up for Purple Tuesday, which we mentioned on the last episode. You can do that here: https://purpletuesday.org.uk/ If… Continue reading The Customer Ex...

Every year Purple Tuesday reminds us of the importance of creating good experiences for disabled customers. The next is on 3rd December, which gives you plenty of time to prepare! Last year we teamed up with Purple Tuesday to survey disabled customers on our panel in order to better understand their experiences. We learned along… Continue reading The Disabled Customer Experience

In this episode Stephen spoke to Albert Evans of ContactEngine to chat about the role of behavioural science in customer experience. Albert is writing a series of articles on behavioural science for Customer Insight (starting with this one), and it was really good to talk it all through, compare notes, and share a few bugbears!… Continue reading The Interview – Albert Evans

Like most suppliers, we’ve had some bruising experiences with procurement and tender exercises. Is it all bad, or does procurement have an important role to play? How can suppliers and their customers build closer relationships, and make sure they both get what they want out of a project? Greg and Stephen talk it through.

What do we know about what’s changing in the way customers think, feel, and behave? The pandemic seems to have accelerated some trends that were already obvious, and introduced a few curveballs of its own. In this episode Greg and Stephen discuss the evidence from consumer surveys, national measures of satisfaction and consumer sentiment, and… Continue reading Trends in Customer Attitu...

We were really pleased to catch up with Cat Lewis, Head of Internal Comms & Employee Engagement at Reward Gateway, to find out more about the “work modes” model for hybrid working that she described in this Customer Insight magazine article. This conversation really helped to put their model into context, and opens up a… Continue reading The Interview – Cat Lewis