Housing: Research to Inform CX Strategy
Many social landlords 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, or in tick-box regulatory surveys, but no one ever makes the link between customer experience and strategy.
In this webinar Stephen will talk about what a CX Strategy is, how it fits into a broader organisational strategy, and how you can go about creating your own. He'll introduce a customised version of the CX Strategy canvas, designed for use in social housing and by other third sector organisations, and leave you with a mission to make CX the strategic heart of your organisation.
Register for your free place now.
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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