Benchmarking
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.mp3Stephen 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.mp3
Previous Episode
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 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.mp3Next Episode
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 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.mp3If you like this episode you’ll love
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