Webinars

Benchmarking Results, Can It Be Done Reliably and How?

We are all interested to see how our Customer Satisfaction or NPS scores compare to others, but how do we do it reliably...

NPS Best Practice

If you’re using Net Promoter Score (NPS) as your headline measure, this webinar is a must. NPS should be the starting po...

Relationship And Event Driven Research

Relationship and event driven surveys are both vital tools in customer research. Organisations often make the mistake of...

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? ...

Hybrid Methodology: Getting the Best of Quant and Qual

Often B2B has a much smaller number of key accounts to focus on. An opportunity to capture feedback needs to maximise th...

Housing: Best Practice For New Build And Sales Surveys

The touchpoint that you only have one shot at! In this webinar we’ll share our thoughts and experiences on how you can s...

Online Surveys: A Guide To Success

Are you making the most of your online surveys? They are an effective way to gather feedback and can help you reach larg...

Understand Statistical Significance And Confidence Intervals

Statistical significance can seem like a complicated and arcane world, but it’s vital to understand the basics if you wa...

Measuring Trust

Trust is a driver of loyalty but do we always know the best way of quantifying how much customers trust us? Stephen Ham...

Understanding Churn, Lapsed And Competitor Advantage

What makes customers lapse? How likely are they to return and what is the competition doing to tempt them away? Chris El...

Customer Empathy: Power of a Mirror Survey

Do your colleagues see things the same way as customers? Improving their customer empathy can help them understand the h...

Understanding Causation from A/B Tests to Modelling

Businesses often want answers to questions about cause and effect (Why has the score gone down? What impact will this ne...

Calculating Customer Lifetime Value

How much is a customer worth? Calculating Customer Lifetime Value is a useful figure to share with senior management. St...

The Customer Research Journey: Guide To A Successful Programme

In this webinar we'll outline the key stages of an effective customer research programme: Understand and Explore, Measur...

Using Customer Insight To Shape Cultures & Behaviours

Changing culture is something that takes time and is not something that can be done by simply undertaking a customer sur...

The Customer Experience Landscape 2021

Each year we review key trends for Customer Experience in the year ahead. In January 2020 we, like so many others, total...

User Stories And Customer Journey Mapping

This is one of our most popular training subjects and helps you understand how things look from your customers’ point of...

Semiotics And Cx

Measuring Complaints: Finding the pain points

Complaint Handling can provide an opportunity to reignite customer confidence and even save unhappy customers. This webi...

Top Ten Things That World Class Organisations Do

Our Top Ten list is a must have checklist for any company. Can you say hand on heart that you do all ten things..? proba...