TLF Gems
66 episodes - English - Latest episode: 2 months ago -The Podcast from TLF Research
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Episodes
The Customer Experience Landscape 2024
February 16, 2024 11:24 - 37.5 MBFor 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 Landscape 2024
SDI Conference – Spark 23
November 28, 2023 12:32 - 28.4 MBGreg 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
Does your research provide value for money?
October 12, 2023 09:19 - 37.4 MBGreg 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?
ChatGPT, AI & The Customer Experience
June 28, 2023 14:06 - 55.7 MBGreg 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?
Measuring Customer Satisfaction in the IT Services Sector
May 30, 2023 13:50 - 19.9 MBStephen 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?
The Customer Experience Landscape 2023
February 14, 2023 10:18 - 34 MBGreg 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/
The interview – Irina Poddubnaia
January 20, 2023 11:58 - 50.9 MBIn 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 customers, and where customer journeys begin… Continue reading The interview – Irina Poddubnaia
The Interview – Albert Evans, Part 2
November 02, 2022 12:01 - 60 MBIn 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
Understanding customer loyalty
August 02, 2022 14:27 - 31.7 MBGreg 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 reading Understanding customer loyalty
How NPS is Used
June 24, 2022 16:12 - 15.7 MBCan 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
Using the Voice of the Customer to Change Your Organisations’ Culture
May 10, 2022 13:11 - 22.6 MBStephen 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.
The Index of Consumer Sentiment
April 04, 2022 09:36 - 15.5 MBWe 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
The Customer Experience Landscape 2022
February 10, 2022 12:02 - 34.6 MBGreg 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 Experience Landscape 2022
The Disabled Customer Experience
January 19, 2022 17:09 - 26.9 MBEvery 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
The Interview – Albert Evans
December 16, 2021 11:13 - 49.3 MBIn 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
What is procurement good for?
November 05, 2021 16:21 - 47.4 MBLike 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.
Trends in Customer Attitudes & Behaviour
October 05, 2021 12:59 - 37.4 MBWhat 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 Attitudes & Behaviour
The Interview – Cat Lewis
August 16, 2021 10:58 - 44.1 MBWe 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
Online Customer Journey Mapping Course
August 02, 2021 13:02 - 19.9 MBAt the beginning of 2021 we launched a new online course taking participants step by step through the always-popular topic of Customer Journey Mapping. In this episode Greg quizzes Stephen about what the course covers, what learners can expect, and why we created the course. If you’re interested, you can find out more at https://www.tlfresearch.com/online-customer-journey-mapping-course/… Continue reading Online Customer Journey Mapping Course
How Satisfaction Pays
June 23, 2021 14:36 - 35.8 MBThe foundation of a loyalty strategy is that customer satisfaction pays, in the long term, but can we prove it? It can be difficult to come up with an overall number (like “5% more satisfaction equates to £1,000,000 more profit”), but what’s often easier is to isolate specific mechanisms by which satisfaction contributes to increased… Continue reading How Satisfaction Pays
TLF Client Survey
May 25, 2021 12:07 - 34.4 MBIt’d be pretty hypocritical if we didn’t survey our own clients, wouldn’t it? Every year we conduct our own survey to help make sure we understand our clients and are able to meet their needs, even (or especially) when events like the global pandemic change so much. Greg and Stephen discuss the timing of the… Continue reading TLF Client Survey
Mitie’s NPS Success Story
April 13, 2021 15:19 - 29.7 MBIn the latest edition of Customer Insight, our feature article is based on an interview that Stephen conducted with Tina Hobart and James Maguire from Mitie. In it they discuss the combination of customer research and account management, driven by top level commitment to the customer, that has led to a rapid improvement in Mitie’s… Continue reading Mitie’s NPS Success Story
Measuring trust
March 17, 2021 17:26 - 30.3 MBWhat is trust, can you measure it, and do you need to in order to understand your customer relationships properly? In this episode Greg and Stephen talk about the webinar “Measuring Trust” (which is running again in July: https://www.tlfresearch.com/measuring-trust/ ), and why trust is crucial to predicting how customers will react when things go wrong.
Book Launch: Your Customer Survey
February 15, 2021 12:10 - 23.5 MBGreg interviews Stephen about his new book Your Customer Survey: Using Research To Build A Distinctive Customer Experience. Who’s it for, what’s it about, and what makes it different to all the other customer experience books that are out there? If you’re interested you can buy the paperback from TLF Research and there is also… Continue reading Book Launch: Your Customer Survey
The New Customer Experience Landscape 2021
February 10, 2021 10:56 - 23.1 MBGreg quizzes Stephen about his recent webinar on “The New Customer Experience Landscape 2021”. What have we seen in 2020 which is going to lead to lasting change? Stephen argues that qualitative research is more vital now than it’s ever been, and that the three big themes for 2021 are Culture, Sustainability, and Empathy. If… Continue reading The New Customer Experience Landscape 2021
Insight into Action
January 11, 2021 12:16 - 33.9 MBGreg and Stephen talk about turning research insight into action to improve the customer experience, based on Greg’s recent webinar. Action is hard not because it’s unclear what needs to happen, but because of the power of the status quo. The decisions you make before and during your survey can be more important than what… Continue reading Insight into Action
B2B Customer Journey Mapping
December 01, 2020 07:00 - 28.8 MBGreg and Stephen discuss the challenges of using customer journey mapping in business to business markets, based on Stephen’s recent webinar. Are B2B relationships different, and if they are what does that mean for the journeys we map, and the tools we use to do it?
The interview: Chris Barnham, part 2
November 02, 2020 07:00 - 54 MBIn the second of our episodes featuring Chris Barnham, Stephen and Chris discuss in more detail how to use “qualitative semiotics” to explore how customers understand brand meaning. They talk about the importance of identity and qualification, and how to use a propositional hierarchy to think about the way your brand is perceived. Stephen and… Continue reading The interview: Chris Barnham, part 2
The interview: Chris Barnham, part 1
October 21, 2020 09:18 - 45.4 MBIt’s another interview episode, the first of a two-parter with qualitative researcher and semiotician Chris Barnham. In part 1 Chris gives an in-depth overview of the field, and explains his view that the theory of semiotics advanced by Charles Peirce can be be more helpful than Saussurian semiotics when it comes to understanding how consumers… Continue reading The interview: Chris Barnham, part 1
Benchmarking
September 17, 2020 15:13 - 40.1 MBStephen and Greg chat about benchmarking customer survey scores, picking up on some of the points in Greg’s webinar on the subject. What is benchmarking good for? Is it a distraction, a vanity exercise, or can it be used as a source of improvement?
Social Housing, Covid-19 & Customer Experience
July 14, 2020 14:09 - 32 MBGreg and Stephen catch up with TLF Research Client Manager Vicki Harris to talk about the impact of the pandemic and lockdown on customer experience and ways of working, with a particular eye on the social housing sector in the UK. Along the way we talk about the power of “moments of kindness” in a… Continue reading Social Housing, Covid-19 & Customer Experience
Customer Satisfaction Ch.18: Conclusions
June 03, 2020 11:39 - 23.9 MBWe got there! Thanks to anyone who’s been with us all the way from Chapter 1 (and if you haven’t, feel free to back and start at the beginning!) In the final chapter we discuss how getting your research design right makes your analysis and outcomes easier, why you still need to work hard to… Continue reading Customer Satisfaction Ch.18: Conclusions
Customer Satisfaction Ch.17: Involving Customers
May 07, 2020 15:07 - 38.3 MBIt’s surprisingly common for organisations to gather information from customers through research, but never “close the loop” by communicating the results or actions being taken back to customers. It’s an essential part of the process, helping manage perceptions and making sure customers notice the changes you’re making. As Greg and Stephen comment, there’s no such… Continue reading Customer Satisfaction Ch.17: Involving Customers
Customer Satisfaction Ch.16: Involving Employees
April 24, 2020 14:22 - 19.3 MBYou can’t improve the customer experience without getting people throughout the organisation to sign up to the changes that need to be made. They need the right information, the opportunity to contribute, and communications that will help drive it through. Stephen and Greg talk about how things have moved on since the book was written,… Continue reading Customer Satisfaction Ch.16: Involving Employees
Customer Satisfaction Ch.15: Using Surveys to Drive Improvement
April 06, 2020 08:39 - 26.4 MBA lot of organisations devote cost, time, and effort to measuring customer satisfaction, but many find it difficult to transform what they learn into decisive change for customers. Customer perceptions are slow to change, and organisational inertia can make it difficult for planned improvements to stick. How can your research help? Greg and Stephen chat… Continue reading Customer Satisfaction Ch.15: Using Surveys to Drive Improvement
Customer Satisfaction Ch.14: Advanced Analysis
January 21, 2020 10:40 - 36.3 MBTo use satisfaction data strategically, you need to understand how to link it to internal performance and customer behaviour. Those links often turn out to be non-linear, and understanding that can be crucial to seeing the value of investing in the customer experience. Greg and Stephen discuss how to think strategically about customer satisfaction, the… Continue reading Customer Satisfaction Ch.14: Advanced Analysis
Customer Satisfaction Ch.13: Comparisons with Competitors
December 19, 2019 07:02 - 29.7 MBBenchmarking satisfaction is often an expensive red herring. It can distract the organisation from focusing on what really matters to customers, and obscure the truth that being the best of a bad bunch means that you’re vulnerable to disruption and missing out on the benefits of having really satisfied customers. Greg and Stephen talk about… Continue reading Customer Satisfaction Ch.13: Comparisons with Competitors
Customer Satisfaction Ch.12: Actionable Outcomes
November 18, 2019 17:16 - 37.8 MBIt’s very easy to get too focused on the customer research process; to concentrate so hard on the details you need to get right in order to produce valid and robust insight that you lose sight of the most important thing of all – what are you going to do to improve? Greg and Stephen… Continue reading Customer Satisfaction Ch.12: Actionable Outcomes
Customer Satisfaction Ch.11: Monitoring Performance Over Time
October 18, 2019 10:44 - 29.4 MBOne of the best things about establishing a robust customer satisfaction survey process is that it will give you a good measure of how your performance changes over time. Greg and Stephen discuss what you should measure, how often, and what sample sizes you need to reach reliable conclusions. Along the way they discuss butterflies… Continue reading Customer Satisfaction Ch.11: Monitoring Performance Over Time
The Interview: Chris Daffy (Part 2)
September 19, 2019 15:46 - 40.4 MBThis is the second part of our interview with customer service expert Chris Daffy, this time focusing on his top tips for organisations that want to excel in terms of the customer experience. We talked about the emotional basis of loyalty, the importance of conviction leaders, and how to go about making sure you have… Continue reading The Interview: Chris Daffy (Part 2)
The Interview: Chris Daffy (Part 1)
August 19, 2019 15:57 - 31.3 MBChris Daffy has earned a tremendous reputation in the world of customer service, so it was a privilege to have the chance to pick his brains. There was too much good stuff to squeeze into one episode, so we’ve made this one a two-parter. We’re also really happy that Chris has agreed to headline our Customer Insight… Continue reading The Interview: Chris Daffy (Part 1)
The Interview: Ian Golding
August 05, 2019 08:15 - 35.8 MBWe’re planning a series of interview episodes to catch up with people across the world of customer experience and insight. For our first in the series we spoke to Ian Golding. We’ve known and worked with Ian for many years, so it was really good to catch up with him and hear his views on… Continue reading The Interview: Ian Golding
Customer Satisfaction Ch.10: Basic Analysis
July 17, 2019 09:15 - 30.3 MBThis time Greg and Stephen discuss chapter ten of “Customer Satisfaction”, the basic analysis you need for a customer satisfaction survey to give you an accurate measure and clear priorities. You need to know when to use a mean or median, what the standard deviation tells you, and how to use correlation in order to… Continue reading Customer Satisfaction Ch.10: Basic Analysis
Customer Satisfaction Ch.9: The Questionnaire
June 19, 2019 09:16 - 42.8 MBIn 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 reading Customer Satisfaction Ch.9: The Questionnaire
Customer Satisfaction Ch.8: Keeping the Score
May 23, 2019 09:26 - 25.4 MBChapter 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 reading Customer Satisfaction Ch.8: Keeping the Score
Customer Satisfaction Ch.7: Collecting the Data
April 24, 2019 09:21 - 56.9 MBGreg 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 Data
Customer Satisfaction Ch.6: Sampling
March 28, 2019 10:39 - 36.5 MBGreg 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.mp3
Client Conference Special
March 26, 2019 13:23 - 25.6 MBLast 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
Housing Insight Conference Special
March 14, 2019 09:58 - 74.5 MBWe 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
Customer Satisfaction Ch.5: Exploratory Research
March 05, 2019 10:38 - 42.2 MBGreg 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 Research