Latest Thinking

TLF Gems Newsletter - October 2019

TLF Gems Newsletter - October 2019

1st October 2019

We've got a packed issue this month including; corporate purpose, simple messages, employee & customer satisfaction, the value of differentiation, normalisation of bad behaviour and more...

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Housemark STAR Review Update

Housemark STAR Review Update

1st October 2019

TLF Research have been working with Housemark to review the current STAR Customer Satisfaction Framework for the housing sector. We're we're really pleased to be able to share the finding from the first stage of the review - the consultation with social housing landlords and sectors specialists.

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Can you spend too much on improving the customer experience?

Can you spend too much on improving the customer experience?

20th September 2019

Is there an optimum investment in the customer experience, or is it always worth getting better? We can take some inspiration from the world of quality to set about answering that question.

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TLF Gems Newsletter - September 2019

TLF Gems Newsletter - September 2019

2nd September 2019

In this month's edition of TLF Gems Newsletter we look at culture & performance, Metro Bank on customer centricity, snooping bosses, research ops, pictograms, a classic read on branding, and more...

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Can Customer Satisfaction be Objective?

Can Customer Satisfaction be Objective?

27th August 2019

Is there any such thing as objective customer satisfaction measurement? No, but that's actually a strength, not a weakness.

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TLF Gems Newsletter - August 2019

TLF Gems Newsletter - August 2019

21st August 2019

Our monthly newsletter. A collection of the latest thinking in the world of CX, customer research and insight. In this edition: Moon landing, more is more, are consumers wise to nudges? Engaging participants, and more....

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Book club review: Will It Make The Boat Go Faster?

Book club review: Will It Make The Boat Go Faster?

9th August 2019

TLF Book Club's latest read was "Will It Make The Boat Go Faster?" by Ben Hunt-Davis and Harriet Beveridge. It tries to clarify how the lessons of elite sport apply to business and life. Does it work? Nearly.

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UK Customer Satisfaction Index - UKCSI - July 2019

UK Customer Satisfaction Index - UKCSI - July 2019

29th July 2019

The state of customer satisfaction in the UK. Find out more about the latest UKCSI results from the Institute of Customer Service. Download your free report troday.

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Praise, punishment, and regression towards the mean

Praise, punishment, and regression towards the mean

15th July 2019

Regression towards the mean is a statistical phenomenon that most people have heard of, but few really think through the repercussions. How does it feature in the world of customer insight?

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Affordances - easy by design

Affordances - easy by design

25th June 2019

Dan Norman's classic The Design of Everyday Things goes into great detail about the idea of affordances. You can think of this as the idea that how something looks suggests ways in which it can be used.

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Stories & Science; Belief & Knowledge

Stories & Science; Belief & Knowledge

20th May 2019

We talk about Storytelling a lot at TLF. Finding ways to tell better, more compelling, more persuasive stories is essential if you want to achieve difficult, long term, goals such as culture change or improved customer experience.

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Book club review: The Death of the Gods

Book club review: The Death of the Gods

29th April 2019

It won't come as much of a surprise to you that technology is changing society in significant ways. In 'The Death of the Gods' Carl Miller explains just how profound these changes are, but this isn't a book about technology per se - Miller's unique slant is to examine the impact of technology on society in terms of power.

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Accuracy matters more than precision

Accuracy matters more than precision

16th April 2019

Organisations are prone to "physics envy" with their measurement. That can mean they prioritise the appearance of precision over real issues which affect the accuracy of their data.

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Is the customer always right?

Is the customer always right?

27th March 2019

It's a classic aphorism, but is it true? Yes and no. Customers know how they feel, but they can't always help you fix it. Understanding that is the difference between empty feedback and insight that fuels change.

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The Unreasonable Customer

The Unreasonable Customer

6th March 2019

Seth Godin tells us that there's no such thing as an unreasonable customer. Failing to realise that can damage your customer experience in two important ways.

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The Science of Work

The Science of Work

29th January 2019

An article in New Scientist summarises what science has taught us about work - which environments work best, what hours are most productive, how important it is to move, and so on. It's fascinating, and terrifying, how often standard practice is directly contradicted by the best available evidence.

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UK Customer Satisfaction Index - UKCSI - January 2019

UK Customer Satisfaction Index - UKCSI - January 2019

24th January 2019

The UK Customer Satisfaction Index (UKCSI) is a research project commissioned by The Institute of Customer Service. Published twice a year, in January and July, the UKCSI provides insight into the state of customer satisfaction in the UK for 13 key sectors. Read the latest results for January 2019 here.

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The exponential benefits of extreme satisfaction

The exponential benefits of extreme satisfaction

11th January 2019

In a classic HBR article "Why Satisfied Customers Defect" Jones and Sasser made a compelling case that only very high levels of satisfaction are enough to guarantee loyalty. All these years later, that basic premise remains poorly understood by most organisations. As Ray Kurzweil observed, "our intuition is linear", and this can hamstring our understanding of the world.

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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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