TLF training brochure

CUSTOMER EXPERIENCE HALF DAY BRIEFINGS & EVENTS www.tlfresearch.co.uk

01484 467000 RUNNING IN:

LONDON | MANCHESTER | BIRMINGHAM “GOOD DESIGN IS NOT DECORATION” USING DATA AND INFOGRAPHICS TO MAKE AN IMPACT MULTI-CHANNEL CUSTOMER FEEDBACK & SERVICE DELIVERY CUSTOMER EMPATHY: ENGAGING EMPLOYEES MAP YOUR CUSTOMER JOURNEY THE STEPS TO CREATE A CUSTOMER CULTURE CUSTOMER SURVEYS - HOW TO MEASURE CUSTOMER SATISFACTION IMPROVING CUSTOMER EXPERIENCE & LOYALTY CUSTOMER SATISFACTION V NET PROMOTER SCORE V CUSTOMER EFFORT SCORE TLF ANNUAL CUSTOMER EXPERIENCE CONFERENCE

Book online www.tlfresearch.co.uk © TLF RESEARCH

Diary Dates 2013/14 Course

Time

Customer Surveys

MANCHESTER

Map your Customer Journey

09:15 - 12:30

18 September

BIRMINGHAM

The Steps to Create a Customer Culture

13:45 - 17:00

18 September

BIRMINGHAM

Map your Customer Journey

09:15 - 12:30

19 September

LONDON

The Steps to Create a Customer Culture

13:45 - 17:00

19 September

LONDON

Customer Surveys

09:15 - 17:00

8 October

BIRMINGHAM

CSAT V NPS V Customer Effort

09:15 - 12:30

16 October

LONDON

Improving Customer Experience & Loyalty

13:45 - 17:00

16 October

LONDON

Customer Empathy: Engaging Employees NEW

09:15 - 12:30

12 November

LONDON

Multi-Channel Customer Feedback

13:45 - 17:00

12 November

LONDON

09:15 - 12:30

14 November

MANCHESTER

13:45 - 17:00

14 November

MANCHESTER

Customer Surveys

09:15 - 17:00

20 November

LONDON

Map your Customer Journey

09:15 - 12:30

3 December

MANCHESTER

The Steps to Create a Customer Culture

13:45 - 17:00

3 December

MANCHESTER

Data Presentation & Infographics

09:15 - 12:30

11 February

MANCHESTER

Map your Customer Journey

09:15 - 12:30

13 February

LONDON

CSAT V NPS V Customer Effort

13:45 - 17:00

13 February

LONDON

CSAT V NPS V Customer Effort

09:15 - 12:30

18 February

MANCHESTER

Improving Customer Experience & Loyalty

13:45 - 17:00

18 February

MANCHESTER

Customer Empathy: Engaging Employees NEW

09:15 - 12:30

4 March

MANCHESTER

Multi-Channel Customer Feedback

13:45 - 17:00

4 March

MANCHESTER

TLF Annual Customer Experience Conference

09:30 - 16:00

12 March

LONDON

Customer Empathy: Engaging Employees NEW

09:15 - 12:30

19 March

LONDON

Multi-Channel Customer Feedback

13:45 - 17:00

19 March

LONDON

Improving Customer Experience & Loyalty

09:15 - 12:30

25 March

LONDON

The Steps to Create a Customer Culture

13:45 - 17:00

25 March

LONDON

Multi-Channel Customer Feedback

th

Venue

10 September

NEW

Customer Empathy: Engaging Employees

17

Date

09:15 - 17:00

Half Day Briefings: £145+VAT

NEW

NEW

NEW

NEW

NEW

Full Day: £325+VAT

To book online: www.tlfresearch.co.uk

Annual Conference: £350+VAT

|

Call: 01484 467000

T COS G VAT CES LUDIN A L C P EX 5 £14

NEW

“ Good design is not decoration” using data and infographics to make an impact

A customer survey is one of the most important, forward-looking, pieces of management information for your business. It deserves a place at the top table, and in every employee’s appraisal. So why is it so often relegated to a shelf? Finding the right analysis, and the right way of presenting it, is crucial to getting value from your customer research.

The briefing includes: · · · · · · · · · ·

Getting attention - telling a compelling customer story Winning the argument - linking attitudes to business impact Strategic versus tactical measures Chart design - maximising clarity and impact Infographics - the good, the bad and the ugly Dashboards - monitoring the right things and resisting knee-jerk reactions Managing customer metrics for granular feedback Building the bridge to action - using customer data as the basis for change The impact of big data and social media Dates 10 ways to fool yourself with data

11 February (am)

MANCHESTER

T COS G VAT CES LUDIN A L C P EX 5 £14

Multi-Channel Customer Feedback & Service Delivery

NEW

All organisations now face increasing demands to communicate with customers through a wide range of channels, and to make channel transitions seamless. This new briefing will cover collecting customer feedback across all channels of communication, and how feedback and service delivery requires a consistent approach.

The briefing includes: · · · · ·

Customer preferences and expectations Generational differences, and their impact on service and feedback preferences Survey practicalities: response rates, method effects, merging data Looking at the big picture not a silo of processes Why online is more than just an opportunity to save money

Dates 12 November (pm) 14 November (pm) 4 March (pm) 19 March (pm)

To book online: www.tlfresearch.co.uk

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LONDON MANCHESTER MANCHESTER LONDON

Call: 01484 467000

T COS G VAT CES DIN PLA EXCLU 5 £14

NEW

Customer Empathy: Engaging Employees

There are two parts to this new half day briefing. Firstly we’ll look at how you can measure the Customer Empathy of your employees and identify the areas where employees’ perceptions are not aligned with customers’ perceptions. The second part of the briefing will then provide practical ideas on helping employees to feel and demonstrate empathy.

The briefing includes: ·S ervice profit chain: employee engagement, customer satisfaction, loyalty & profit ·T he lens of the customer versus the lens of the employee ·H ow to quantify Customer Empathy ·C ase studies from organisations who have got it right ·T he relative importance of product, price, process and people in meeting customer needs ·G amification, “Flow”, and what they teach us Dates about engagement and motivation 12 November (am) ·D esigning the customer experience 14 November (am) · “ Loose/tight” and it’s role in the customer experience 4 March (am) 19 March (am)

LONDON MANCHESTER MANCHESTER LONDON

T COS G VAT CES DIN PLA EXCLU 5 £14

Map your Customer Journey: This is a practical guide on how to map your customers’ journeys and link key moments to internal operational metrics. The briefing will walk through how to map a customer journey at a high level using example case studies from UK companies.

We will challenge whether your business delivers at all stages of the journey. Find out how you can build a model with operational data that links to customer metrics - to really understand cause and effect.

The briefing includes: · Understand that the customer journey matters · Draw your own high level customer journey map · How good are you at delivering against your customer journey? · Identify the key touch points and how to measure them · Building an OMI (Operational Measurement Index) · The challenges of not having all the data · Linking your OMI to your customer experience · Understanding a cause and effect model · Impact on satisfaction and loyalty

To book online: www.tlfresearch.co.uk

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Dates 18 September (am) 19 September (am) 3 December (am) 13 February (am)

BIRMINGHAM LONDON MANCHESTER LONDON

Call: 01484 467000

T COS G VAT CES DIN PLA EXCLU 5 £14

The Steps to Create a Customer Culture Useful for those entering Customer Service Awards

This highly interactive briefing includes examples and discussion around how to build a customer culture. Hear what has worked in other organisations to put the customer at the heart of the business and take away some clear ideas of what you can do to create a customer culture within your organisation.

The briefing includes: · · · · · · · · · ·

What is a Customer Centric Culture?

How customer centric would you rate your organisation?

How do you transform the culture?

Why it needs you to make a customer culture happen Making customer culture a business priority Getting commitment from the top Employee reward & recognition links to customer loyalty Experience your own customer journey A customer service aligned with business strategy Win the recognition your customer service deserves the power of external awards · Communicate, communicate, communicate

Dates 18 September (pm) 19 September (pm) 3 December (pm) 25 March (pm)

BIRMINGHAM LONDON MANCHESTER LONDON

T COS G VAT CES DIN PLA EXCLU 5 £32

FLAGSHIP

EVENT

Customer Surveys

An introduction to customer satisfaction surveys - learn how to improve customer satisfaction in your organisation by “doing best what matters most to customers” Overview Invaluable if you are planning to initiate customer satisfaction measurement or to improve your existing customer survey programme.

This course will enable you to: · · · · · ·

Generate reliable and accurate data on customer satisfaction Design your questionnaire to ensure the most accurate responses Increase your response rates Analyse your data and communicate the results of your survey internally Provide feedback to customers after the survey C alculate an accurate Customer Satisfaction Index (CSI) to measure your improvements over time

Dates

Running for 20 years & attended by over 10,000 delegates worldwide.

To book online: www.tlfresearch.co.uk

10 September 8 October 20 November

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MANCHESTER BIRMINGHAM LONDON

Call: 01484 467000

T COS G VAT CES DIN PLA EXCLU 5 £14

Improving Customer Experience & Loyalty

Taking action on survey results, are you making it too difficult for yourself?

This briefing will walk you through how to take quick action on the back of your customer survey results. We will give you examples of how you can communicate results inside the organisation and to customers. The briefing will also highlight quick wins of survey design and analysis to make taking action easier.

The briefing includes: · Communicating results internally and externally · Finding the commercial hook so colleagues can see the benefits · Identify the tragic or magic moments · Granular results encourage responsibility · Engaging employees by bringing the customer to life in the organisation · Removing irritants and showing the damage of getting it wrong · Communicating the power of moving ‘passives’ to ‘promoters’

Dates

If your customer satisfaction programme feels stagnant you need to attend this briefing.

16 October (pm) 18 February (pm) 25 March (am)

LONDON MANCHESTER LONDON

Y T DA VA LL ING FU XCLUD E 5 £14

Customer Satisfaction v Net Promoter Score v Customer Effort Score Using the best Key Customer Metric for your organisation:

Debate the pros and cons of different ways of surveying your customers. Find out which is the best key measure for your organisation and why. There are opportunities to use the best of all three and this briefing will explain how you can convince others in your organisation about why you’ve chosen the measure that best suits your organisation and industry, but most importantly the measure that will succeed in driving change.

The briefing includes: · · · · · · · · · ·

NPS: Advantages and shortcomings CSat: Advantages and shortcomings Customer Effort: Advantages and shortcomings Understanding your customer satisfaction & loyalty drivers Practicalities of using these measures Sample size implications Scale implications Is your survey deep or broad?

Is your survey strategic or granular?

Is your survey event based or relationship based?

To book online: www.tlfresearch.co.uk

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Dates 16 October (am) 13 February (am) 18 February (am)

LONDON LONDON MANCHESTER

Call: 01484 467000

About Us The Leadership Factor are experts in customer experience measurement conducting Customer Satisfaction, NPS and Customer Effort surveys for hundreds of UK companies over the last 20 years.

Previous attendees: Affinity Sutton Allied Irish Bank Arena Housing Aviva AXA Insurance Balfour Beatty Bank Workers Charity Barclaycard Basildon District Council Beaverbrooks Bensons for Beds BMI Healthcare BNP Paribas Bourne Leisure BPI Recycled Products Britannia Rescue British Gymnastics British Gypsum Burberry Cannon Hygiene Capita Care UK Catalyst Housing Group Centrica CESG

Circle Housing Group Citigroup City University London Cofunds Co-op Homes Cotton Traders Crown Packaging Derby City Council Direct Line Group EDF Energy Essex County Council Farnell element14 Festival Housing Group First Direct Fortress Interlocks Fujitsu Services GSTS Pathology IKANO Finance Institute of Hospitality ITW Construction Products James Walker Group Johnson Controls KALZIP King’s College London

Lancashire Business School Land Securities Legal & General Lloyds TSB Banking Group Lombard LV= Mace Group MODern Housing Solutions Monarch Airlines National Trust Nationwide Network Housing Group NFU Mutual Nominet N&P Building Society Paradigm Housing Perceptive Informatics Principality Building Society Prudential PSA Peugeot Citroen Quadrant Security Group Quantum Care Routeco

Royal Bank of Scotland RS Components Sainsburys Saint-Gobain PAM Scottish Water Severn Trent Water Shell International Slimming World Smart Metering Systems South Yorkshire Police Southern Water Sport England Standard Life Student Loans Company Swan Housing Group Tata Steel Europe The Co-operative Bank Tower Hamlets Homes Unity Trust Bank University of Manchester Virgin Money Visa Europe William Hill Yorkshire Water Zurich Insurance

REGISTER NOW WEDNESDAY

ANNUAL CUSTOMER

EXPERIENCE CONFERENCE

12TH MARCH 2014

ONE GREAT GEORGE STREET,

WESTMINSTER, LONDON

Places are limited and cost £350 (excluding VAT)

Call: 01484 467004

www.tlfresearch.co.uk/conference-2014 Please save the date for our 15th Annual Customer Experience Conference.

Presentations will include case studies from UK companies, latest thinking in Customer Experience from Stephen Hampshire and guest speaker Caspar Berry an unmissable motivational speaker that uses poker as a metaphor for decision making and risk.

To book online: www.tlfresearch.co.uk

|

Call: 01484 467000