Our Thoughts

TLF Book Club - Factfulness, by Hans Rosling

TLF Book Club - Factfulness, by Hans Rosling

22nd November 2018

A review of Hans Rosling's brilliant book "Factfulness"

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The Abbe Principle

The Abbe Principle

16th October 2018

"Measure things as close to their action as possible" is a good principle, but how does it apply to event-driven customer research?

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Who can we trust?

Who can we trust?

25th September 2018

A third of TripAdvisor reviews are fake, The Times reports.

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Our Client Survey Results

Our Client Survey Results

31st August 2018

Our Client Survey Results for this year are out now, and we're really pleased with them.

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TLF Book Club - Better Presentations, by Jonathan Schwabish

TLF Book Club - Better Presentations, by Jonathan Schwabish

6th August 2018

There are a lot of books of advice on making your presentations look better.

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TLF Gems Podcast

TLF Gems Podcast

6th August 2018

We've launched a new monthly podcast called "TLF Gems". In the three launch episodes we discuss 2 chapters from our book "Customer Satisfaction" and the first of our Top 10 Traits for World Class customer experience.

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Words & Pictures in Communication

Words & Pictures in Communication

30th July 2018

A picture is worth a thousand words, or so it's said. It's probably true that all of us should be prioritising visual storytelling more, but just how far does that go?

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AI and the Customer

AI and the Customer

19th July 2018

The Institute of Customer Service has just published an excellent report on AI and the future of customer experience.

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July 2018 UKCSI

July 2018 UKCSI

17th July 2018

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TLF Book Club - The Inevitable by Kevin Kelly

TLF Book Club - The Inevitable by Kevin Kelly

1st June 2018

Predicting the future is a notoriously tricky business. Stories like IBM boss Thomas Watson who said* there might be a world market for "about 5 computers" should give us all pause, however expert we are in a particular field. But trends are endlessly fascinating and important to think about, so at TLF Book Club we keep turning to books that try to predict the future.

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TLF Research & GDPR

TLF Research & GDPR

31st May 2018

We made it! We’re GDPR compliant, as hopefully all of you are too. This is the summary we sent out to clients to explain the steps we’ve taken to make sure everything is ok.

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Perception is Reality

Perception is Reality

16th May 2018

"Perception is reality" is a Tom Peters quote we turn to again and again when talking to clients about the customer experience. It underpins a host of different lessons, but the particular one I want to focus on for this post is that it means that what customers believe is more important than what you actually do. The customer experience happens inside customers' heads....

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NPS

NPS

30th April 2018

We wondered what people in general know about NPS. Our panel told us "not much", but those that do know say it affects how they score. Something to keep an eye on as NPS continues to gain traction.

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Black Box Thinking and Complaints

Black Box Thinking and Complaints

26th February 2018

It's a cliché that we should think of complaints as a gift. They're an opportunity to fix a customer's problem, and potentially even wow them with our response. Why, then, are so few companies genuinely good at receiving, letting alone responding to, complaints?

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January 2018 UKCSI

January 2018 UKCSI

29th January 2018

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Our Roadmap to GDPR

Our Roadmap to GDPR

20th December 2017

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July 2017 UKCSI

July 2017 UKCSI

28th July 2017

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Attitudes and Behaviour
What is a CSI?

What is a CSI?

26th July 2017

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Delivering A World Class Customer Experience

Delivering A World Class Customer Experience

27th March 2017

The ten things world class organisations do to deliver the perfect customer experience.

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January 2017 UKCSI

January 2017 UKCSI

24th January 2017

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TLF November Top 10

TLF November Top 10

29th November 2016

The top 10 articles you should read this month

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TLF October Top 10

TLF October Top 10

28th October 2016

The top 10 articles you should read this month

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Trust

Trust

5th October 2016

At our client conference this year Stephen talked about trust as the key theme binding together successful organisations, their people, & their customers. Here's a short summary...

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TLF September Top 10

TLF September Top 10

29th September 2016

The top 10 articles you should read this month

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TLF August Top 10

TLF August Top 10

25th August 2016

The top 10 articles you should read this month

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