TLF Gems
TLF Research
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Top 10 TLF Gems Episodes
Goodpods has curated a list of the 10 best TLF Gems episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to TLF Gems for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite TLF Gems episode by adding your comments to the episode page.
02/10/21 • -1 min
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 qualitative research is more vital now than it’s ever been, and that the three big themes for 2021 are Culture, Sustainability, and Empathy.
If you missed the webinar, you can watch a recording.
https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep42+-+TheNewCXLandscape.mp3
Insight into Action
TLF Gems
01/11/21 • -1 min
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 to happen, but because of the power of the status quo. The decisions you make before and during your survey can be more important than what you do with it afterwards.
https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep41+InsightToAction.mp3B2B Customer Journey Mapping
TLF Gems
12/01/20 • -1 min
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 what does that mean for the journeys we map, and the tools we use to do it?
https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep40+B2B+Journey+Mapping.mp310/21/20 • -1 min
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 create brand meaning.
Focusing on individual customers, rather than cultural codes, means that semiotics combined with qualitative research can be used to understand how brand meanings are created, and how they change and evolve over time.
Next time we’ll discuss the applications of semiotics to customer experience.
https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/ChrisBarnhamEp1.mp3Benchmarking
TLF Gems
09/17/20 • -1 min
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?
https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep37+-+Benchmarking.mp307/14/20 • -1 min
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 crisis, wonder about how to make sure we remember to look for those moments when things return to a “new normal”, and discuss what the future may look like as ways of working change and customer priorities shift.
https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep36Covid19%26SocialHousing.mp306/03/20 • -1 min
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 build bridges between insight and action, and how it changes as you rise up the league table. We wonder if it’s harder for public companies to take a long term view of the customer and, if so, what we might be able to do about that.
https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep35+-+Conclusion.mp3
01/21/20 • -1 min
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 value of delight, and whether detractors may be easier to turn into promoters than passives are.
https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep31+-+AdvancedAnalysis.mp3
10/18/19 • -1 min
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 what you should measure, how often, and what sample sizes you need to reach reliable conclusions. Along the way they discuss butterflies and barnacles, how long it takes customer perceptions to change, and the danger of weaving narratives around volatile survey results.
02/15/21 • -1 min
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 all the other customer experience books that are out there?
If you’re interested you can buy the paperback from TLF Research and there is also a Kindle version.
https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep43+-+Book+Launch+-+Your+Customer+Survey.mp3Show more best episodes
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FAQ
How many episodes does TLF Gems have?
TLF Gems currently has 73 episodes available.
What topics does TLF Gems cover?
The podcast is about Experience, Research, Podcasts and Business.
What is the most popular episode on TLF Gems?
The episode title 'Book Launch: Your Customer Survey' is the most popular.
How often are episodes of TLF Gems released?
Episodes of TLF Gems are typically released every 28 days, 1 hour.
When was the first episode of TLF Gems?
The first episode of TLF Gems was released on Jul 16, 2018.
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