Épisodes

  • Closing the loop with customers

    Closing the loop with customers
    Dec 18 2025
    Greg talks to Stephen about his recent webinar “Closing the loop with customers”. They talk about the different loops that need to be closed, some ways to do it, and agree that every customer deserves feedback if they want it. You can watch the webinar here: https://www.tlfresearch.com/webinars/essentials-closing-the-loop-with-customers/
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  • Action Planning from Customer Insight

    Action Planning from Customer Insight
    Jul 22 2025
    Stephen and Greg chat about arguably the most important part of customer insight – using what you learn from customers to improve the customer experience. You can download the action plan template mentioned in the episode here: https://www.tlfresearch.com/downloads/cx-tools-and-templates/action-plan-template/ And if you want more detail, we also run an online course on action planning: https://www.tlfresearch.com/training-events/on-demand-action-planning-from-customer-insight/
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  • TLF Conference 2024

    TLF Conference 2024
    Oct 8 2024
    In September we held our first conference since the pandemic, and it was really good to be back. Greg and Stephen talk through the speakers and discuss some of the highlights of the day (not just the food).
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  • How To Make More Impact With Your Charts

    How To Make More Impact With Your Charts
    Sep 10 2024
    Greg quizzes Stephen about his recent webinar “5 ways to make more impact with your charts and reporting” (which he is beginning to realise is a title that could do with some editing!) They discuss the different hats that you need to wear to turn data into a story, how the needs of your audiences… Continue reading How To Make More Impact With Your Charts
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  • Construction Customer Insight

    Construction Customer Insight
    Aug 19 2024
    The construction sector is fascinating from a customer experience and insight point of view. So many stakeholders, so many relationships, so many opportunities to build understanding and make things better! In this episode Greg and Stephen discuss some of the challenges of using customer research in the construction sector, and the benefits of focusing on… Continue reading Construction Customer Insight
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  • B2B Sampling & Response Rates

    B2B Sampling & Response Rates
    May 14 2024
    Greg and Stephen discuss some of the things that make business to business (B2B) customer research different from business to consumer (B2C), based on Greg’s webinar. Is survey fatigue a red herring? We think it is! If you missed the webinar you can find it here: https://www.tlfresearch.com/webinars/b2b-sampling-methodology-and-battling-response-rates/
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  • The Customer Experience Landscape 2024

    The Customer Experience Landscape 2024
    Feb 16 2024
    For the past few years we’ve run an annual webinar looking at trends affecting the CX landscape that organisations need to be aware of for the year ahead. We shared some stats for context in terms of consumer sentiment, satisfaction, AI adoption, and sustainability; made some gentle predictions about the future; and outlined some choices… Continue reading The Customer Experience Landscape 2024
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  • SDI Conference – Spark 23

    SDI Conference – Spark 23
    Nov 28 2023
    Greg and Stephen both attended the Spark 23 conference in Birmingham at the end of October. It’s an annual conference and awards dinner for the Service Desk Institute, and as you can hear in the discussion, they really enjoyed their first visit. What does it tell us about where the IT Services sector is going,… Continue reading SDI Conference – Spark 23
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