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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 yo
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 adoptio
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
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
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 w
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 miss
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. St
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 d
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 opera
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,
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 (capture
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 i
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
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
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 cu
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 cu
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), an
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), an
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 t
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 t
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 discu
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 discu
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. Th
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. Th
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