TLF Gems

In this episode Greg and Stephen discuss chapter nine of “Customer Satisfaction”, which looks at getting your questionnaire design right for customer research. The quality of the questionnaire, making sure you’re asking the right questions in the right way, is vital because it underpins everything that comes afterwards. Sadly it’s often rushed, designed by committee,… Continue re...

Chapter eight of the book “Customer Satisfaction” is called “Keeping the Score”, and it’s all about choosing the best rating scale for measuring customer attitudes. Greg and Stephen talk through the issues, explaining why the ten-point numerical scale is the only sensible option for customer research, whether you’re using a Satisfaction Index or Net Promoter… Continue...

Greg and Stephen talk about the pros and cons of different survey methods, based on chapter seven of the book “Customer Satisfaction”. What’s the best way to maximise your response rate and get the depth of insight you need? Can you combine survey methods? Getting the fieldwork right is one of the most important parts… Continue reading Customer Satisfaction Ch.7: Collecting the Da...

Greg and Stephen discuss chapter six of the book “Customer Satisfaction”, which is all about survey sampling. It might not be the sexiest-sounding topic, but it is vital if you want your survey to be reliable. Beyond the theory, we talk through some of the practical issues in designing an effective survey process. https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep17+-+Ch6+Sampling.mp...

Last week we held the 20th TLF Research client conference. It’s our annual chance to catch up, share some latest thinking, and enjoy hearing from clients who have used their survey results to make big changes. In this brief special episode Stephen and Greg review the day, picking out some of their favourite points. Some slides and… Continue reading Client Conference Special

We held our Housing Insight Conference on 27th February in London. If you were there, thanks for helping to make it such a useful day. In this special episode Stephen chats to each of the TLF speakers, including our host for the day Chris Elliot, about some of the highlights of what we covered. https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/HousingInsightConfSpecial.mp3

Greg and Stephen discuss chapter five of the book “Customer Satisfaction”, looking at how you can use qualitative research to understand what matters to customers. It’s all about getting a deep understanding of how a small number of customers see the world, helping you make sure you can speak their language when it comes to… Continue reading Customer Satisfaction Ch.5: Exploratory&#160...

We’ve completed our run through the 10 Traits that we believe separate organisations which are world class at customer experience from everyone else. In this recap episode Greg and Stephen run down the list, and discuss which of them is the most important (if we had to pick just one). Needless to say, they don’t quite agree. https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts...

TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. We’ve mentioned “perception is reality” more than once on the podcast. In this episode, Greg and Stephen talk about the role of communication in helping customers to recognise the improvements that you’re making. https://s3.eu-west-2.amazonaws.com/tlf-public...

TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. Dealing with problems and complaints effectively is a big priority for many organisations, but it can often feel like an insurmountable challenge. Greg and Stephen talk about why it matters so much, what effective problem handling looks… Continue reading Episode 13: Top 10 Tr...

TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. In this episode, Greg and Stephen discuss the importance of getting your suppliers on board when it comes to creating great customer experiences, and why customer satisfaction might be the only SLA you need. https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep12+-+(8)Ex...

TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. In this episode, Greg and Stephen talk about the sometimes controversial idea of rewarding employees based on customer satisfaction, as well as which schemes work well. https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep11+-+CSatTargetReward.mp3

TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. In this episode, Greg and Stephen talk about ways to make sure the right people in the organisation get the information they need from customer insight. https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep10+-+CommunicationOfNeeds.mp3  

Greg and Stephen discuss chapter 4 of the book “Customer Satisfaction”, which explains why you need to use the “lens of the customer” to understand the customer experience properly. They also run through some of the techniques you can use to measure what matters most to customers, looking at pros and cons. https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep9+-+Ch4+AskingTh...

TLF have identified 10 Traits that separate organisations which have world class customer experience from the rest. In this episode, Greg and Stephen dig into the single thing which makes the most difference to top performers: actually doing something. What can you do to help your organisation act on customer research? https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep8+-+TakeAction....

We held our Customer Insight Conference on 7th November in London – thanks to those who came along and helped to make it a very successful day. In this special episode Greg and I discuss the takeaways, and there’s also an interview with our guest speaker Andrew Davis. You can find more from Andrew on twitter at… Continue reading Insight Conference Special

TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. In this episode, Greg and Stephen talk about how important it is to focus on a small number of what we call “Priorities for Improvement”, to help your colleagues focus and your customers notice change. https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep7+-+...

TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. In this episode, Greg and Stephen discuss the trap of “Paralysis by Analysis”, and how to distinguish legitimate questions about your survey from time-wasting red herrings. https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep6+-+AvoidingParalysisByAnalysis.m...

TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. In this episode, Greg and Stephen talk about getting everyone in your organisation to understand that “Perception is Reality” for customers, and why that can open up new ways to improve. https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep5.mp3

Greg and Stephen discuss chapter 3 of the book “Customer Satisfaction”, which starts with the question “Why isn’t customer satisfaction getting better, given all the work we’ve put into measuring it”. The secret is in getting some key decisions about your survey right. https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep4.mp3

TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. In this episode, Greg and Stephen talk about the importance of Senior Management Commitment to the customer.   https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/ep3.mp3

Greg and Stephen discuss chapter 2 of the book “Customer Satisfaction”, this time looking at the benefits that businesses can get from focussing on customer satisfaction.   https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/ep2.mp3

Join Greg and Stephen as they talk through the first chapter of “Customer Satisfaction; the customer experience through the customer’s eyes”. This chapter’s all about dispelling some common myths.   https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/ep1.mp3