Your Survey Mix: Relationship Versus Transactional
Are you committed to event driven surveys with no long term view of how the wider population of customers perceive you? Maybe you’re tracking NPS or CSat with no clear actions on how to move the number up? Stephen Hampshire talks through the benefits of having a balanced research programme.
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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Your Customer Survey
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