Webinars

Guide To A Successful Survey

Rachel Allen will share her 11 years' experience of running CSat projects across all sectors to provide a clear guide of...

Emotions in the B2B Customer Experience

It’s now widely accepted that emotions drive decisions, which means that if you want to understand customers you have to...

Customer Satisfaction Index: How and Why to Use It

A Customer Satisfaction Index (CSI) can take your Customer Satisfaction (CSAT) scores to another level. Combining and we...

Housing: Getting The Most From Star

The STAR methodology continues to be the dominant framework for collecting customer satisfaction data in the housing sec...

Housing: Best Practice Repairs Tracker

A key touch point that can cause a lot of dissatisfaction when not delivered well. Find out how to implement a Best Prac...

Semiotics And Cx

Calculating Customer Lifetime Value

How much is a customer worth? Calculating Customer Lifetime Value is a useful figure to share with senior management. St...

Knowing What Results to Feedback to Customers

We are often asked by clients for advice on what survey results and planned actions should be shared back with customers...

Customer Success

This webinar discusses Customer Success, an approach to business that sees creating on-going value for the customer, as ...

Warming Up Respondents To Maximise Response Rates

Whether you are trying to increase a low response rate or hope to encourage a few more customers to take part in your re...

Housing: Voids And Exits - Measuring The Experience

Voids and exiting customers cost housing associations millions of pounds every year. In this webinar, we look at how you...

CX Trends 2020

Customer experience is always evolving and this webinar puts the spotlight on the trends in customer experience we can e...

What Matters Most To Customers... Now?

How will COVID-19 change our relationships with customers? No one knows exactly what life will look like after lockdown,...

Facilitating Focus Groups

Focus Groups are great opportunities but the time in a focus group passes quickly and so preparation is essential. This ...

Getting The Most From Customer Comments

Most people agree that customer comments bring the customer life, but are you getting the most use from your customer co...