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TLF Gems

TLF Research

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TLF Gems
TLF Gems

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TLF Research

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About Us

The customer experience podcast

Latest Episodes

The Interview: Chris Daffy (Part 2)

This 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 (Part2)

-1 sSEP 19
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The Interview: Chris Daffy (Part 2)

The Interview: Chris Daffy (Part 1)

Chris 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 wastoo 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 (Part1)

-1 sAUG 19
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The Interview: Chris Daffy (Part 1)

The Interview: Ian Golding

We’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: IanGolding

-1 sAUG 5
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The Interview: Ian Golding

Customer Satisfaction Ch.10: Basic Analysis

This 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: BasicAnalysis

-1 sJUL 17
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Customer Satisfaction Ch.10: Basic Analysis

Customer Satisfaction Ch.9: The Questionnaire

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 reading Customer Satisfaction Ch.9: TheQuestionnaire

-1 sJUN 19
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Customer Satisfaction Ch.9: The Questionnaire

Customer Satisfaction Ch.8: Keeping the Score

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 reading Customer Satisfaction Ch.8: Keeping theScore

-1 sMAY 23
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Customer Satisfaction Ch.8: Keeping the Score

Customer Satisfaction Ch.7: Collecting the Data

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 theData

-1 sAPR 24
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Customer Satisfaction Ch.7: Collecting the Data

Customer Satisfaction Ch.6: Sampling

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.mp3

-1 sMAR 28
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Customer Satisfaction Ch.6: Sampling

Client Conference Special

Last week we heldthe 20th TLF Research client conference. It’s ourannual 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

-1 sMAR 26
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Client Conference Special

Housing Insight 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

-1 sMAR 14
Comments
Housing Insight Conference Special

Latest Episodes

The Interview: Chris Daffy (Part 2)

This 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 (Part2)

-1 sSEP 19
Comments
The Interview: Chris Daffy (Part 2)

The Interview: Chris Daffy (Part 1)

Chris 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 wastoo 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 (Part1)

-1 sAUG 19
Comments
The Interview: Chris Daffy (Part 1)

The Interview: Ian Golding

We’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: IanGolding

-1 sAUG 5
Comments
The Interview: Ian Golding

Customer Satisfaction Ch.10: Basic Analysis

This 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: BasicAnalysis

-1 sJUL 17
Comments
Customer Satisfaction Ch.10: Basic Analysis

Customer Satisfaction Ch.9: The Questionnaire

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 reading Customer Satisfaction Ch.9: TheQuestionnaire

-1 sJUN 19
Comments
Customer Satisfaction Ch.9: The Questionnaire

Customer Satisfaction Ch.8: Keeping the Score

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 reading Customer Satisfaction Ch.8: Keeping theScore

-1 sMAY 23
Comments
Customer Satisfaction Ch.8: Keeping the Score

Customer Satisfaction Ch.7: Collecting the Data

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 theData

-1 sAPR 24
Comments
Customer Satisfaction Ch.7: Collecting the Data

Customer Satisfaction Ch.6: Sampling

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.mp3

-1 sMAR 28
Comments
Customer Satisfaction Ch.6: Sampling

Client Conference Special

Last week we heldthe 20th TLF Research client conference. It’s ourannual 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

-1 sMAR 26
Comments
Client Conference Special

Housing Insight 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

-1 sMAR 14
Comments
Housing Insight Conference Special