Webinars

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...

The New Customer Experience Landscape 2020

Implications for personas, segmentation and loyalty. Picking up on our research into customers’ changing priorities, we’...

Best Practice Driver Analysis

Key driver analysis is the tool which lets you measure which aspect of the customer experience to prioritise, but many o...

Knowing What Results to Feedback to Customers

We are often asked by clients for advice on what survey results and planned actions should be shared back with customers...

Guide To A Successful Survey

Rachel Allen will share her 11 years' experience of running CSat projects across all sectors to provide a clear guide of...

Emotions in the B2B Customer Experience

It’s now widely accepted that emotions drive decisions, which means that if you want to understand customers you have to...

Customer Satisfaction Index: How and Why to Use It

A Customer Satisfaction Index (CSI) can take your Customer Satisfaction (CSAT) scores to another level. Combining and we...

Housing: Getting The Most From Star

The STAR methodology continues to be the dominant framework for collecting customer satisfaction data in the housing sec...

Housing: Best Practice Repairs Tracker

A key touch point that can cause a lot of dissatisfaction when not delivered well. Find out how to implement a Best Prac...

Customer Success

This webinar discusses Customer Success, an approach to business that sees creating on-going value for the customer, as ...

Warming Up Respondents To Maximise Response Rates

Whether you are trying to increase a low response rate or hope to encourage a few more customers to take part in your re...

Housing: Voids And Exits - Measuring The Experience

Voids and exiting customers cost housing associations millions of pounds every year. In this webinar, we look at how you...

CX Trends 2020

Customer experience is always evolving and this webinar puts the spotlight on the trends in customer experience we can e...