Action Planning From Customer Insight - On-Demand

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Action Planning From Customer Insight - On-Demand

Customer research is always interesting, but many organisations struggle to translate the insights from their research into action plans that deliver real improvements for customers. This course will explain how to get the most out of your research, how to use it as a jumping-off point to design improved experiences, and how to drive through action plans. 

In this on-demand online course we’ll take you step by step through setting up your survey programme to find the insights you need, communicating and collaborating with colleagues through service design workshops, and drawing up action plans that will deliver. 

Tell us about you

Enter your delegate information below - You'll need to add these details before adding to your basket

What to expect from the course:

The course is an on-demand self-directed online learning course, consisting of:

  • Available to start straight away or on a date you choose

  • Video sessions outlining topics essential to taking action from your customer insight

  • Exercises to help you develop your action planning approach

  • Downloadable materials to complement the weekly videos

  • Dedicated online community to share knowledge and network

  • Emailand telephone support from your tutor, Stephen Hampshire

Structure of the course

The course consists of 3 chapters; each consisting of video lessons, community discussions, reading, activities, and quizzes to make sure you’re picking up what you need. We’ll provide resources for each chapter, and also point participants to useful material in books and online.

Once you've started your course, you will have access to all the chapters and complete these in your own time.

Each chapter contains between 30-60 minutes of video lessons and combined with the other learning content we'd recommend spending at least 1-2 hours per chapter. The time you spend on your tasks is up to you.

There will be a certificate of completion available once you have finished the course.

How long will I have access to the course?

Once you have been enrolled, all of the course content will remain available for 6 months - we'll clearly communicate the date your access expires.

You can view the full Terms and Conditions of our online training here.


Chapter 1: The Right Information
We’ll look at the role of your surveys (both strategic and tactical) in identifying Priorities for Improvement, mapping out what the Perfect Customer Experience looks like, and identifying what you need to do to improve.

Chapter 2: The Right Knowledge
The people best placed to take advantage of that insight are your colleagues throughout the business who, collectively, create the customer experience. By collaborating with them you can make sure they understand the research, identify concrete and specific actions that will deliver improvements to the experience, and secure their commitment to act.

Chapter 3: Action Plans that Work
Finally, we need to think about the role of leaders in the organisation when it comes to designing a customer experience strategy, setting appropriate targets, and drawing up concrete action plans to achieve them. Without accountability, planning, and follow up you’re often left with nothing but a lot of good intentions.


Tutor support will be available from Stephen Hampshire through email and scheduled calls.

There will also be a dedicated learner community available with regular discussion posts asking key questions and common challenges.

How do I book?

This course is £250 (ex VAT) per delegate and is perfect is you are looking implement action plans to drive through change from your customer research.

Book your place now by completing the delegate details above and adding the course to your basket (you will need to add in the delegate details before you can add to basket).

Get in touch if you have any questions about the course or if you would like to speak to us about group discounts, or running the course in-house.

Courses Summary Video

"This course has been extremely useful to help me start embedding action planning at my organisation. There is a lot take in, but it is presented in very clear and understandable chunks!"

TLF Research Training Survey 2023

Your Tutor:

Stephen Hampshire

Client Manager @ TLF Research

After 23 years in customer insight, Stephen's view is different to most. He believes that creating great customer experiences is simple (though rarely easy). Insight comes from asking customers the right questions, and listening to what they say. Building a customer-focused culture is more important than improving your processes. Proving the ROI of customer experience is easier than you've been told.

Stephen stays abreast of the latest thinking in customer insight and analysis so that you don't have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.

Outside of work he’s also a keen photographer, craft beer buff, and probably owns too many stringed instruments.

Get in touch

Get in touch to find out more about our training courses and how we can help you gain an in-depth understanding of your customers today.

Which Course Is Right For ME?

You are currently viewing the page for the On-Demand version of this online course. However, there are 2 options available for this course, which one is right for you will depend on your learning style and how you would like to complete the course.

  1. Interactive - A structured course with a dedicated start date and chapters released on a weekly basis. You will be enrolled as a cohort of learners and have regular live sessions with your tutor and other learners, benefitting from peer to peer interaction and networking.

  2. On-Demand - Available straight away, or on a date you choose, this will allow you to learn at your own speed. You have access to the entire course once you've been enrolled and can complete the course in your own time. You will still have tutor support available via email and phone.

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