Podcasts by TLF Gems
All episodes
SDI Conference – Spark 23 from 2023-11-28T12:32:17
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 ...
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Does your research provide value for money? from 2023-10-12T09:19:41
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...
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ChatGPT, AI&The Customer Experience from 2023-06-28T14:06:30
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 ca...
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Measuring Customer Satisfaction in the IT Services Sector from 2023-05-30T13:50:05
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 i...
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The Customer Experience Landscape 2023 from 2023-02-14T10:18:34
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 t...
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The interview – Irina Poddubnaia from 2023-01-20T11:58:22
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...
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The Interview – Albert Evans, Part 2 from 2022-11-02T12:01:07
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 ...
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Understanding customer loyalty from 2022-08-02T14:27:20
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...
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How NPS is Used from 2022-06-24T16:12:52
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 ...
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Using the Voice of the Customer to Change Your Organisations’ Culture from 2022-05-10T13:11:59
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” res...
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The Index of Consumer Sentiment from 2022-04-04T09:36:22
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 cons...
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The Customer Experience Landscape 2022 from 2022-02-10T12:02:35
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 o...
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The Disabled Customer Experience from 2022-01-19T17:09:34
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 team...
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The Interview – Albert Evans from 2021-12-16T11:13:08
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 fo...
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What is procurement good for? from 2021-11-05T16:21:12
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 ...
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Trends in Customer Attitudes&Behaviour from 2021-10-05T12:59:40
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 curvebal...
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The Interview – Cat Lewis from 2021-08-16T10:58:15
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 t...
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Online Customer Journey Mapping Course from 2021-08-02T13:02:01
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 wh...
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How Satisfaction Pays from 2021-06-23T14:36:35
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 satisfacti...
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TLF Client Survey from 2021-05-25T12:07:09
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...
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Mitie’s NPS Success Story from 2021-04-13T15:19:02
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 c...
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Measuring trust from 2021-03-17T17:26:38
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 TrustR...
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Book Launch: Your Customer Survey from 2021-02-15T12:10:03
Greg interviews Stephen about his new book Your Customer Survey: Using Research To Build A Distinctive Customer Experience. Who’s it for, what’s it about, and what makes it different to...
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The New Customer Experience Landscape 2021 from 2021-02-10T10:56:10
Greg quizzes Stephen about his recent webinar on “The New Customer Experience Landscape 2021”. What have we seen in 2020 which is going to lead to lasting change? Stephen argues that qu...
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Insight into Action from 2021-01-11T12:16:18
Greg and Stephen talk about turning research insight into action to improve the customer experience, based on Greg’s recent webinar. Action is hard not because it’s unclear what needs t...
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B2B Customer Journey Mapping from 2020-12-01T07:00
Greg and Stephen discuss the challenges of using customer journey mapping in business to business markets, based on Stephen’s recent webinar. Are B2B relationships different, and if they are ...
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The interview: Chris Barnham, part 2 from 2020-11-02T07:00
In the second of our episodes featuring Chris Barnham, Stephen and Chris discuss in more detail how to use “qualitative semiotics” to explore how customers understand brand meaning. The...
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The interview: Chris Barnham, part 1 from 2020-10-21T09:18:20
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 ...
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Benchmarking from 2020-09-17T15:13:05
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 vanit...
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Social Housing, Covid-19&Customer Experience from 2020-07-14T14:09:23
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 th...
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Customer Satisfaction Ch.18: Conclusions from 2020-06-03T11:39:16
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 gett...
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Customer Satisfaction Ch.17: Involving Customers from 2020-05-07T15:07:17
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 ba...
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Customer Satisfaction Ch.16: Involving Employees from 2020-04-24T14:22:14
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 t...
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Customer Satisfaction Ch.15: Using Surveys to Drive Improvement from 2020-04-06T08:39:57
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 percept...
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Customer Satisfaction Ch.14: Advanced Analysis from 2020-01-21T10:40:48
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...
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Customer Satisfaction Ch.13: Comparisons with Competitors from 2019-12-19T07:02:59
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 b...
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Customer Satisfaction Ch.12: Actionable Outcomes from 2019-11-18T17:16:51
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 sigh...
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Customer Satisfaction Ch.11: Monitoring Performance Over Time from 2019-10-18T10:44:27
One of the best things about establishing a robust customer satisfaction survey process is that it will give you a good measure of how your performance changes over time. Greg and Stephen discuss w...
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The Interview: Chris Daffy (Part 2) from 2019-09-19T15:46:50
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 ta...
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The Interview: Chris Daffy (Part 1) from 2019-08-19T15:57:19
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 was too much good stuff to squeeze into one episo...
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The Interview: Ian Golding from 2019-08-05T08:15:26
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 kno...
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Customer Satisfaction Ch.10: Basic Analysis from 2019-07-17T09:15:57
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 n...
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Customer Satisfaction Ch.9: The Questionnaire from 2019-06-19T09:16:10
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, mak...
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Customer Satisfaction Ch.8: Keeping the Score from 2019-05-23T09:26:07
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 Steph...
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Customer Satisfaction Ch.7: Collecting the Data from 2019-04-24T09:21:58
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 g...
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Customer Satisfaction Ch.6: Sampling from 2019-03-28T10:39:30
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 ...
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Client Conference Special from 2019-03-26T13:23:21
Last week we held the 20th TLF Research client conference. It’s our annual chance to catch up, share some latest thinking, and enjoy hearing from clients who have used their survey results to...
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Housing Insight Conference Special from 2019-03-14T09:58:18
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 speak...
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Customer Satisfaction Ch.5: Exploratory Research from 2019-03-05T10:38:36
Greg and Stephen discuss chapter five of the book “Customer Satisfaction”, looking at how you can use qualitative research to understand what matters to customers. It’s all about getting a de...
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Episode 15: Top 10 Traits Recap from 2019-02-05T10:11:16
We’ve completed our run through the 10 Traits that we believe separate organisations which are world class at customer experience from everyone else. In this recap episode Greg and Stephen ru...
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Episode 14: Top 10 Traits No.10: “You Said, We Did” Communication to Customers from 2019-01-24T09:28:54
TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. We’ve mentioned “perception is reality” more than once on the...
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Episode 13: Top 10 Traits No.9: A Robust Process for Handling Problems from 2019-01-17T09:28:06
TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. Dealing with problems and complaints effectively is a big priority for many org...
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Episode 12: Top 10 Traits No.8: Make Suppliers Responsible from 2019-01-08T09:26:05
TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. In this episode, Greg and Stephen discuss the importance of getting your suppli...
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Episode 11: Top 10 Traits No.7: Align Targets&Bonuses to Customer Satisfaction from 2019-01-02T09:23:48
TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. In this episode, Greg and Stephen talk about the sometimes controversial idea o...
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Episode 10: Top 10 Traits No.6: Communication to Staff of Customer Needs from 2018-12-18T09:19:38
TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. In this episode, Greg and Stephen talk about ways to make sure the right people...
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Episode 9: Ch.4 Asking the Right Questions from 2018-11-29T08:00:13
Greg and Stephen discuss chapter 4 of the book “Customer Satisfaction”, which explains why you need to use the “lens of the customer” to understand the customer experience properly. The...
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Episode 8: Top 10 Traits No.5: Take Action…quickly from 2018-11-22T11:42:52
TLF have identified 10 Traits that separate organisations which have world class customer experience from the rest. In this episode, Greg and Stephen dig into the single thing which makes the most ...
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Insight Conference Special from 2018-11-15T12:00:12
We held our Customer Insight Conference on 7th November in London – thanks to those who came along and helped to make it a very successful day. In this special episode Greg and I discuss the ...
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Episode 7: Top 10 Traits No.4: Focus on Priorities for Improvement from 2018-10-26T11:01:59
TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. In this episode, Greg and Stephen talk about how important it is to focus on a ...
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Episode 6: Top 10 Traits No.3: Avoiding Paralysis by Analysis from 2018-10-17T09:24:09
TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. In this episode, Greg and Stephen discuss the trap of “Paralysis by Analy...
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Episode 5: Top 10 Traits No.2: Understanding Perception is Reality from 2018-09-21T10:28:15
TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. In this episode, Greg and Stephen talk about getting everyone in your organisat...
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Episode 4: Customer Satisfaction Ch. 3 from 2018-08-24T10:26:03
Greg and Stephen discuss chapter 3 of the book “Customer Satisfaction”, which starts with the question “Why isn’t customer satisfaction getting better, given all the work we’ve pu...
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Episode 3: Top 10 Traits No. 1: Senior Management Commitment from 2018-07-24T09:04:36
TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest. In this episode, Greg and Stephen talk about the importance of Senior Managemen...
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Episode 2: Customer Satisfaction Ch. 2 from 2018-07-24T09:03:32
Greg and Stephen discuss chapter 2 of the book “Customer Satisfaction”, this time looking at the benefits that businesses can get from focussing on customer satisfaction. https:/...
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Episode 1: Customer Satisfaction Ch. 1 from 2018-07-16T15:26:52
Join Greg and Stephen as they talk through the first chapter of “Customer Satisfaction; the customer experience through the customer’s eyes”. This chapter’s all about dispel...
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