A monthly podcast from TLF Research on customer experience and insight.
TLF are specialists in customer experience research, partnering with the Institute of Customer Service on UKCSI.
After 20 years in customer insight Greg & Stephen have learned to be pragmatic, but they still enthusiastically believe that successful businesses thrive by creating happy customers.
The Interview – Cat Lewis
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
Online Customer Journey Mapping Course
At 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
The 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
It’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
In 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
What 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.
Great, insightful and thought provoking
The short podcasts are easy to digest, but still highly thought provoking. Listening alongside reading the book, really does help to build and cement the knowledge and principles of Customer Satisfaction.