TLF Gems - Customer Satisfaction Ch.18: Conclusions

Customer Satisfaction Ch.18: Conclusions

06/03/20 • -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

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!)

https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep35+-+Conclusion.mp3

Previous Episode

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 thing as “survey fatigue”, only lack of action and communication fatigue.

https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep34+-+InvolvingCustomers.mp3

Next 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.mp3