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Wates Podcast: Our Changing Customer Needs
We were pleased to be asked to join Wates to record a special edition filmed podcast - which was shared as part of an internal employee engagement campaign for National Customer Service Week.
Greg Roche and Stephen Hampshire from TLF joined Doina Caniparu, Group Customer Experience Manager at Wates, to discuss the changing needs of customers, along with how their insight programme is helping them to build trust and predict future customer needs in the construction industry.
They covered a range of topics, including:
Changing customer needs
The moments of truth in the customer journey
The importance of trust in customer relationships within the construction sector
Predicting future customer needs
How Wates employee engagement supports their customer insight programme
The podcast is great example of how customer insight and employee engagement can go hand in hand - and help organisations become more customer centric.
You can watch the video of the session below.
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Book a Construction intro meeting
Book a Construction intro meeting using our online calendar to discuss your requirements and objectives and determine how our research can help.
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Construction
We work with organisations throughout the construction supply chain. Whether your customers are specifiers, main contractors, distributors, merchants, installers, end users, or all of the above, we can tailor a research solution to help you understand and meet their needs.
Downloads
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Construction Customer Research - Who to Interview - Download
In this guide we’re looking at customer research in the construction sector and its supply chain, and specifically how you should define a customer. The question of who you need to be speaking to in order to get the most out of your research is much more complex than many organi...
Webinar
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Research to Inform CX Strategy
Many organisations talk about being customer led, but in reality customer experience is often seen as a purely operational question. Customer surveys are used in closed loop reporting on specific transactions or events, but no one ever takes a step back to look at the broader pic...
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NPS, CSAT & Customer Effort
It's important to have customer research metrics that will resonate with the board and deliver actionable insight. There are a range of headline metrics to choose from and we can work with you to identify the right one(s) for your business.