TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest.

In this episode, Greg and Stephen discuss the trap of “Paralysis by Analysis”, and how to distinguish legitimate questions about your survey from time-wasting red herrings.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep6+-+AvoidingParalysisByAnalysis.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 getting everyone in your organisation to understand that “Perception is Reality” for customers, and why that can open up new ways to improve.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep5.mp3

Greg and Stephen discuss chapter 3 of the book “Customer Satisfaction”, which starts with the question “Why isn’t customer satisfaction getting better, given all the work we’ve put into measuring it”. The secret is in getting some key decisions about your survey right.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep4.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 the importance of Senior Management Commitment to the customer.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/ep3.mp3

Greg and Stephen discuss chapter 2 of the book “Customer Satisfaction”, this time looking at the benefits that businesses can get from focussing on customer satisfaction.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/ep2.mp3

Join Greg and Stephen as they talk through the first chapter of “Customer Satisfaction; the customer experience through the customer’s eyes”.

This chapter’s all about dispelling some common myths.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/ep1.mp3