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Research budgets are getting tighter. The pressure to deliver useful customer insight isn’t. In this episode, Greg and Stephen explore how to get more value from customer research without simply spending more. They discuss where to focus when budgets are constrained, how to make better use of existing data, when qualitative research can add the… Continue reading Limited budget, maximum insight

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://www.tlfresearch.com/training-events/on-demand-action-planning-from-customer-insight/

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 Customer Insight

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 Landscape 2024

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? You can watch Greg’s webinar on demand here: https://www.tlfresearch.com/webinars/measuring-customer-satisfaction-in-the-it-services-sector/ The follow up webinar,… Continue reading Measuring Customer Satisfaction in the IT Services Sector

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 customers, and where customer journeys begin… Continue reading The interview – Irina Poddubnaia