Closing The Loop
With changing survey and reporting technology it's becoming easier and easier to integrate customer feedback in real time. In this webinar we'll look at best practice ways to use rapid turnaround customer research for performance management, engaging your people with the voice of the customer, and to resolve live customer issues.
We'll also ask: with the lines blurring between research and frontline service, is there a danger that something gets lost? How do you manage the balance between the "inner loop" and "outer loop" of customer experience improvement?
You can watch this webinar on-demand now. Fill in the short form and you'll get access to the recording straight away.
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.
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