Himalaya: Listen. Learn. Grow.

4.8K Ratings
Open In App
title

TLF Gems

TLF Research

0
Followers
0
Plays
TLF Gems

TLF Gems

TLF Research

0
Followers
0
Plays
OVERVIEWEPISODESYOU MAY ALSO LIKE

Details

About Us

The customer experience podcast

Latest Episodes

The interview: Chris Barnham, part 1

It’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, part1

--1 w ago
Comments
The interview: Chris Barnham, part 1

Benchmarking

Stephen 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?

--SEP 17
Comments
Benchmarking

Social Housing, Covid-19 & Customer Experience

Greg 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 & CustomerExperience

--JUL 14
Comments
Social Housing, Covid-19 & Customer Experience

Customer Satisfaction Ch.18: Conclusions

We 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

--JUN 3
Comments
Customer Satisfaction Ch.18: Conclusions

Customer Satisfaction Ch.17: Involving Customers

It’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: InvolvingCustomers

--MAY 7
Comments
Customer Satisfaction Ch.17: Involving Customers

Customer Satisfaction Ch.16: Involving Employees

You 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: InvolvingEmployees

--APR 24
Comments
Customer Satisfaction Ch.16: Involving Employees

Customer Satisfaction Ch.15: Using Surveys to Drive Improvement

A 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 DriveImprovement

--APR 6
Comments
Customer Satisfaction Ch.15: Using Surveys to Drive Improvement

Customer Satisfaction Ch.14: Advanced Analysis

To 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: AdvancedAnalysis

--JAN 21
Comments
Customer Satisfaction Ch.14: Advanced Analysis

Customer Satisfaction Ch.13: Comparisons with Competitors

Benchmarking 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 withCompetitors

--2019 DEC 19
Comments
Customer Satisfaction Ch.13: Comparisons with Competitors

Customer Satisfaction Ch.12: Actionable Outcomes

It’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: ActionableOutcomes

--2019 NOV 19
Comments
Customer Satisfaction Ch.12: Actionable Outcomes

Latest Episodes

The interview: Chris Barnham, part 1

It’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, part1

--1 w ago
Comments
The interview: Chris Barnham, part 1

Benchmarking

Stephen 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?

--SEP 17
Comments
Benchmarking

Social Housing, Covid-19 & Customer Experience

Greg 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 & CustomerExperience

--JUL 14
Comments
Social Housing, Covid-19 & Customer Experience

Customer Satisfaction Ch.18: Conclusions

We 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

--JUN 3
Comments
Customer Satisfaction Ch.18: Conclusions

Customer Satisfaction Ch.17: Involving Customers

It’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: InvolvingCustomers

--MAY 7
Comments
Customer Satisfaction Ch.17: Involving Customers

Customer Satisfaction Ch.16: Involving Employees

You 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: InvolvingEmployees

--APR 24
Comments
Customer Satisfaction Ch.16: Involving Employees

Customer Satisfaction Ch.15: Using Surveys to Drive Improvement

A 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 DriveImprovement

--APR 6
Comments
Customer Satisfaction Ch.15: Using Surveys to Drive Improvement

Customer Satisfaction Ch.14: Advanced Analysis

To 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: AdvancedAnalysis

--JAN 21
Comments
Customer Satisfaction Ch.14: Advanced Analysis

Customer Satisfaction Ch.13: Comparisons with Competitors

Benchmarking 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 withCompetitors

--2019 DEC 19
Comments
Customer Satisfaction Ch.13: Comparisons with Competitors

Customer Satisfaction Ch.12: Actionable Outcomes

It’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: ActionableOutcomes

--2019 NOV 19
Comments
Customer Satisfaction Ch.12: Actionable Outcomes
success toast
Welcome to Himalaya LearningClick below to download our app for better listening experience.Download App