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 discuss Chapter 12 of the book Customer Satisfaction, which is all about making sure your survey results in actionable outcomes for the organisation.

https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep29+-+Actionable+Outcomes.mp3