These are the four parts that any customer experience improvement programme needs: Understand & Explore, Measure & Track, Plan & Act, Storytelling & Culture In this post I want to concentrate on that final piece of the puzzle - communicating effectively to achieve culture change and manage customer perceptions.
Over the course of the last 12 months, we’ve seen some radical changes to customer experience and customer insight. Many clients have asked us similar questions about the impact of those changes, so we’ve put together this document to summarise what we know.
From the 9th to the 17th September 2020, we surveyed over 2,000 participants on the TLF Panel. The participants were made up of social housing tenants, private renters and homeowners to find out how safe they feel about letting workmen into their homes during the current COVID pandemic; what they’re worried about, what’s important to them, and – most importantly – what housing associations can do to alleviate these concerns.
It's never been more vital to make sure that you understand your customers. The Coronavirus pandemic, and the steps that we take to combat it, are having profound effects on our customers' lives, jobs, and ways of doing business. As researchers, when we want to find out how customers are thinking and feeling we naturally turn to qualitative research.
Your customers are changing. This isn’t surprising since only people alive in World War II have lived through more difficult times than this. But if you’re in Marketing or Customer Service you need to understand how they’re changing. Using finding from our latest survey on the TLF Panel we've created the report ' Your Customers' Spending Habits Are Changing'. The report provides an overview of the latest trends and how customer attitudes and behaviour have changed during the pandemic.
Your monthly CX and insight update from TLF Research. In this edition: building a research repository, service with respect, the feedback fallacy, the 7 deadly sins of customer motivation, and more..
All survey statistics come with a degree of uncertainty, which we normally call their confidence interval or margin of error. These are extremely useful and powerful, so why are they so rarely used well? One of the problems is that the way we report statistics tends to lead our thinking astray, and it takes a lot of work to overcome this.
Your monthly CX and insight update from TLF Research. In this edition: Seth on customers being far away, the best productivity method, why paper matters, Coronavirus visualised, quick knowledge and more...
There's a curious paradox about employee engagement: of all the psychological measures we use in business it's one of the most well-defined academically, and yet in practice it's used in a remarkably inconsistent and poorly-understood way. In this blog we'll look at how to define it, measure it, and think about it.
Your monthly CX and insight update from TLF Research.In this edition: customers hijacking strategy, psychological safety, the evolution of consciousness, what Kodak should have done, and more.
An MIT Sloan article on customers "!hijacking" company strategy made us reflect on why customers react negatively to certain strategic choices, what it shows about their expectations, and how organisations can avoid the problem by understanding customers better.
Your monthly CX and insight update from TLF Research. "There is no reason to learn how to show you're paying attention if you are in fact paying attention." - Celeste Headlee. In this edition: From push to pull, the simplicity principle, research and mediocrity, and more.
Measurement is powerful, but it has a dark side. If you get too comfortable with the idea that the only purpose of research is to measure, then you'll not only miss the potential it offers to enable you to improve, but the chances are you'll be motivating some pretty toxic behaviours as well.
Your monthly CX and insight update from TLF Research. In this edition: a lockdown composition, stay safe strategy, designing customer episodes, how charts lie, and more
TLF Research’s Index of Consumer Sentiment shows the enormous impact of the pandemic on consumers’ confidence, particularly in the wider economy. Download the new report to find out more about the index and the latest results.
Coronavirus and the lockdown have driven massive shifts in customers’ attitudes and behaviours which, in many cases will be permanent. We could be looking at the biggest shift in what’s important to customers since customer satisfaction research became mainstream in the 1990s. How do you make sure your business is ‘doing best what matters most to customers’ if ‘what matters most’ has undergone a fundamental shift?
Your monthly CX and insight update from TLF Research. In this edition: COVID-19 and the economy, bike-shedding, nudges, why video calls are exhausting, and more.
If you’re like us, you and your colleagues have been through a lot recently and we think employee engagement has never been more crucial. It is clear all organisations have been affected by the coronavirus pandemic. Whether employees have been busy implementing new working practices, adjusting to working from home, or making tough decisions about their jobs and being furloughed, we’ve all had lots to think about. With so many changes happening in such a short space of time, it is more important than ever to keep your staff fully engaged.
As the UK enters its 4th week in lockdown, we asked the TLF Panel about their experiences so far and whether they thought things will ever go back to being the same as they were before the lockdown started. We also asked about experiences with employment, their finances, and the companies they deal with.
Few people would have predicted this but customer satisfaction has gone up during the lockdown period. A number of our clients have continued with their customer experience research programmes during the lockdown, to help slow the spread of COVID-19 (coronavirus), and we are seeing some interesting results.
Your monthly CX and insight update from TLF Research. In this edition: Is everything going to be ok?, exponential growth, what matters to customers right now, and more
Across almost all sectors, the large majority of customers are very hungry for information from the companies they deal with. Clearly, companies are very stretched trying to cope with unprecedented demands on everyone’s time but our survey shows that there are opportunities to enhance companies’ reputation in the eyes of customers by giving customer communications a little more thought.
It's an unprecedented situation, but is there anything we can say about the likely impact of the Coronavirus outbreak on customers?
Your monthly CX and insight update from TLF Research. In this edition: Getting the brief right, reasonable people, resetting capitalism, customer experience vs lead generation, and more
Experiments or A/B tests can be a great way to learn about customer behaviour, but they can lead you astray if you haven't measured what really matters. Research, used alongside experimental data, gives you the rounded understanding of customer needs you need to make good decisions.
Your monthly CX and insight update from TLF Research. In this edition: Dominic Cummings, CX investment, bricks & mortar retail growth, Dan Ariely on motivation, the benefits of reading, and more
The latest UK Customer Satisfaction Index report from the Institute of Customer Service commemorates a decade of the UKCSI. As well as all the usual customer service trends and key issues, the January 2020 report also examines customer satisfaction trends over the last 10 years.
Customer journey maps are great, but organisations often misapply the term, using it to mean workshops that are really focused on internal processes. If that's what you want, use a tool that's designed for the job - the service blueprint.
Not just a new year, but a new decade - what will the 2020s bring, from a customer experience and insight perspective? In this month's edition of the newsletter we've got a range of articles from taking action and future trends in retrospect, to Marketing Week's take on NPS and the importance of innovation, and more.
It's important to make sure that you're clear about the assumptions that have led you to a particular solution. Is there a better way to meet the real need?
In this edition, the last of 2019, we've found lots of interesting CX and insight articles. We'd recommend you take a look, themes included this month are strategic planning, designs of the year, better boarding, dataviz meets fashion, how facts create emotion, and more. Enjoy!
Net Promoter Score (NPS) can provoke strong opinions, in favour and against. Critics will point to its volatility and ask whether the recommend question makes sense to customers and staff in all industries. In this post we focus on the criticism that the cutpoints between Detractors, Passives, and Promoters are arbitrary.
In the November edition of our monthly CX and insight newsletter you'll find 7 things well worth a read this month including timeboxing, data science, understanding decisions, design thinking, and more...
Should you use a midpoint in your scale? It's a recurring debate, so here are some rules of thumb to help you decide.
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...
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.
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.
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...
Is there any such thing as objective customer satisfaction measurement? No, but that's actually a strength, not a weakness.
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....
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.
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.
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?
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.
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.
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.
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.
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.
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.
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.
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.
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.
A review of Hans Rosling's brilliant book "Factfulness"
"Measure things as close to their action as possible" is a good principle, but how does it apply to event-driven customer research?
A third of TripAdvisor reviews are fake, The Times reports.
Our Client Survey Results for this year are out now, and we're really pleased with them.
There are a lot of books of advice on making your presentations look better.
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.
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?
The Institute of Customer Service has just published an excellent report on AI and the future of customer experience.
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.
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.
"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....
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.
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?
The ten things world class organisations do to deliver the perfect customer experience.
The top 10 articles you should read this month
The top 10 articles you should read this month
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...
The top 10 articles you should read this month
The top 10 articles you should read this month