Like you, customer insight specialist Stephen Hampshire has learned to be wary of the hype.
Should you be changing your measure? Investing in text analytics? Using customer "big data" instead of insight?
Or perhaps the emperor has no clothes?
After 16 years in customer insight, Stephen's view is different to most. He believes that creating great customer experiences is simple (though rarely easy). Insight is largely a question of talking to customers, 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.
Stephen has been with TLF Research for 16 years, and works with leading organisations across sectors to understand and improve their customer experience. Clients include Visa Europe, nPower, RSA, Citibank, Parker Merchanting, RBS, PPG, and SITA.
Housing Satisfaction expert Chris Elliot has worked with Housing Associations across the UK improving their tenant experience. Developing the Star Survey for many of his clients Chris has helped Housing Associations understand their repairer experience and their complaints process and how they can improve service and save cost.
Mark believes the best customer research is actionable and shows a ROI linking to business success. After 20 years working agency side in Customer Research Mark has seen that only actionable insight will help improve customers’ satisfaction and that many companies underestimate the negative impact from disengaged employees delivering customer experiences.
Mark’s research experience covers customer experience and employee engagement surveys for a wide range of clients including:
- Chelsea Football Club
- Northgate Van Hire
- Visa Europe
- Saint Gobain.
Rachel designs highly effective customer satisfaction and loyalty programmes to get the best insight from time poor customers and hard to reach respondents such as High Net Worth consumers and technical professionals. Removing irritants in the customer experience is of paramount importance to Rachel who would like to see every business quantify the cost saving of managing complaints successfully. Rachel has run customer experience programmes for RBS International, Standard Bank, James Walker and Tata Group.