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 in the organisation get the information they need from customer insight.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep10+-+CommunicationOfNeeds.mp3

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.

They also run through some of the techniques you can use to measure what matters most to customers, looking at pros and cons.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep9+-+Ch4+AskingTheRightQuestions.mp3

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 difference to top performers: actually doing something. What can you do to help your organisation act on customer research?

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep8+-+TakeAction.mp3

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 takeaways, and there’s also an interview with our guest speaker Andrew Davis. You can find more from Andrew on twitter at https://twitter.com/andrew_davis or on his website http://thinkingoutsidetheblog.com/

Some other things we mentioned were our guide to writing a research brief https://www.tlfresearch.com/customer-research-brief and the work on patient personas at Rotterdam Eye hospital https://hbr.org/2017/11/how-design-thinking-is-improving-patient-caregiver-conversations

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

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 small number of what we call “Priorities for Improvement”, to help your colleagues focus and your customers notice change.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep7+-+PFIs.mp3