Briefings & Events

CUSTOMER EXPERIENCE HALF DAY BRIEFINGS & EVENTS £10 OFF each briefing booked before 31st March 2014 Just enter code: when booking

winter

www.tlfresearch.co.uk

01484 467000 RUNNING IN:

LONDON | MANCHESTER MANAGING THIRD PARTY SUPPLIERS WITH CUSTOMER EXPERIENCE MEASURES BEST PRACTICE COMPLAINT HANDLING “GOOD DESIGN IS NOT DECORATION” USING DATA AND INFOGRAPHICS TO MAKE AN IMPACT ARE YOU MEASURING THE TRUE OMNI-CHANNEL CUSTOMER EXPERIENCE? 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 2014 Course

Time

Date

Venue

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

Map Your Customer Journey

09:15 - 12:30

19 February

MANCHESTER

The Steps To Create A Customer Culture

13:45 - 17:00

19 February

MANCHESTER

Do Your Employees Have Customer Empathy?

09:15 - 12:30

4 March

MANCHESTER

Omni-Channel Customer Experience

13:45 - 17:00

4 March

MANCHESTER

Annual Customer Experience Conference

09:30 - 16:00

12 March

LONDON

Do Your Employees Have Customer Empathy?

09:15 - 12:30

19 March

LONDON

Omni-Channel Customer Experience

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

Managing Third Party Suppliers

NEW

09:15 - 12:30

27 March

MANCHESTER

Best Practice Complaint Handling

NEW

13:45 - 17:00

27 March

MANCHESTER

09:15 - 17:00

29 April

LONDON

Customer Surveys Managing Third Party Suppliers

NEW

09:15 - 12:30

30 April

LONDON

Best Practice Complaint Handling

NEW

13:45 - 17:00

30 April

LONDON

Half Day Briefings: £155+VAT

Full Day: £335+VAT

To book online: www.tlfresearch.co.uk

Annual Conference: £350+VAT

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Call: 01484 467000

NEW

T COS G VAT CES LUDIN A L C P EX 5 £15

Managing third party suppliers with customer experience measures An increasing number of organisations use third party suppliers for part of their customer journey. We have worked across a range of companies that use third party suppliers for building and maintenance, call centre sales and service or IT support and more.

This highly interactive briefing includes examples and discussion around how you can ensure that these third party suppliers enhance rather than damage your company’s customer satisfaction. Hear what has worked in other organisations and how they managed to increase overall satisfaction without incurring cost. Take away some clear ideas of what you can do to measure their performance and set higher targets for the future.

The briefing includes: · How do you measure their performance? · How much impact does the third party supplier have on overall satisfaction? · Measure the whole experience or just the third party experience? · Getting quality buy in from the third party · Setting targets and the pilot stage Dates · Making the third party care as much as you do (or more!)

27 March (am) · Ensuring a change in supplier works for you 30 April (am) · The win/win scenario

T T COS G VA CES LUDIN A L C P EX 5 £15

MANCHESTER LONDON

NEW

Best practice complaint handling

This session is useful for those creating or reviewing their organisation’s problem handling and complaints procedures.

When a customer has a problem or makes a complaint, the way your organisation deals with this can have a strong and long lasting impact on how they feel and the way they behave.

This affects customer loyalty, your reputation and bottom line.

It’s no accident that complaint handling has become an area of focus for many organisations over recent years – it is vitally important to do this well. Picking up on this often emotive topic, the media has also taken to the way complaints are handled with verve, ‘outing’ those organisations that repeatedly let customers down.

This briefing explores why having an effective process in place is important and what needs to be considered to ensure your complaint handling doesn’t let you down.

The briefing includes: · · · ·

Dates

The good, the bad and the ugly in complaint handling Why the way you handle complaints matters How the way a complaint is handled affects customers The cost of handling complaints

To book online: www.tlfresearch.co.uk

27 March (pm) 30 April (pm)

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MANCHESTER LONDON

Call: 01484 467000

T COS G VAT CES DIN PLA EXCLU 5 £15

Do your employees have customer empathy?

There are two parts to this 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 about engagement and motivation Dates ·D esigning the customer experience 4 March (am) · “ Loose/tight” and its role in the customer experience

19 March (am)

MANCHESTER LONDON

T COS G VAT CES DIN PLA EXCLU 5 £15

Are you measuring the true omni-channel customer experience?

All organisations now face increasing demands to communicate with customers through a wide range of channels, and to make channel transitions seamless. This briefing covers 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 4 March (pm) 19 March (pm)

To book online: www.tlfresearch.co.uk

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MANCHESTER LONDON

Call: 01484 467000

T COS G VAT CES LUDIN A L P EXC 5 £15

“ 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

AY VAT L D ING FULXCLUD 5E £33

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

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

To book online: www.tlfresearch.co.uk

Dates 29 April (All day)

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LONDON

Call: 01484 467000

Is your customer survey data creating an impact and driving action?

Customer insight data alone is unlikely to engage employees and motivate them to take action.

The Leadership Factor has a range of Customer Insight Impact products to bring the customer story into your organisation and create impact.

For more information on any of the products below please email Iainlaw@leadershipfactor.com or call Iain on 01484 467032 or 07769500020.

TLF Action Storyboards

TLF Customer Vox Pops

Storyboards for teams to instantly see the action.

A short film listening to a real customer’s experience or a montage of customers all expressing their opinions and emotions on the same issue.

TLF Customer Journey

TLF Impact Workshop

The tragic and magic moments of real customers’ experiences mapped out in presentations with posters and film.

Employees map out their commitment to taking the right actions to improve customer loyalty.

Call Iain Law for a hassle free quotation on 01484 467032 or 07769500020 www.tlfresearch.co.uk

T COS G VAT CES LUDIN A L C P EX 5 £15

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 19 February (pm) 25 March (pm)

MANCHESTER LONDON

T COS G VAT CES DIN PLA EXCLU 5 £15

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 13 February (am) 19 February (am)

LONDON MANCHESTER

Call: 01484 467000

T COS G VAT CES LUDIN A L C P EX 5 £15

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.

18 February (pm) 25 March (am)

MANCHESTER LONDON

Y T DA VA LL ING FU XCLUD E 5 £15

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

Dates 13 February (pm) 18 February (am)

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LONDON MANCHESTER

Call: 01484 467000

Online Research Panel

Question in Monthly Omnibus Survey

We’re offering you a FREE no strings attached question in our monthly omnibus survey (worth £245) giving you access to the views and opinions of our panel of over 55,000 UK individuals.

Sounds great - how do I get my question? Just email UK@leadershipfactor.com to reserve your question What question should I ask?

The omnibus survey is used for: •PR – headline and ‘news’ creation •Brand research

You don’t need to know the question you want to ask - we can offer some suggestions if you’re unsure.

•Consumer attitude testing •Advertising tracking

•Concept testing •Pricing surveys

The survey will be completed by at least 2,000 members of our panel

What results will I get?

and the results from your question will be split by age, gender and region.

When we close the survey we will email you the results and they’re yours to keep.

email UK@leadershipfactor.com to reserve your question TLF Panel Rate Card

Monthly Omnibus Survey

Number of Questions Number of Responses 10 15 20 10 15 20

1000 1000 1000 2000 2000 2000

Price (ex VAT) £1,350 £1,450 £1,750 £1,850 £2,000 £2,150

Number of Questions Number of Responses 1 3 The price includes:

Price (ex VAT)

2000 2000

- Questionnaire scripting and design advice - Results Analysis (Data tabs for 5 splits - overall, gender, age, city, region) - Any necessary screening - All incentives

£245 £445

About Us

The Leadership Factor are customer survey specialists. We conduct over 500 surveys each year, helping organisations improve their customers’ experience, satisfaction and loyalty.

Our continued growth depends on the proven benefits we can demonstrate to our clients. Our role is more than collecting data and delivering insight. We support our clients to translate survey results into actions that will improve their customer experience.

Previous attendees include:

Affinity Sutton Allied Irish Bank Arena Housing Aviva AXA Insurance Balfour Beatty Barclaycard Basildon District Council Bensons for Beds BMI Healthcare BNP Paribas Bourne Leisure BPI Recycled Products Britannia Rescue British Gymnastics British Gypsum Burberry Cannon Hygiene

Care UK Catalyst Housing Group Circle Housing Group City University London Co-op Homes Cotton Traders Crown Packaging Derby City Council Direct Line Group EDF Energy Farnell element14 First Direct Fujitsu Services GSTS Pathology ITW Construction Products James Walker Group Legal & General Lombard

LV= MODern Housing Solutions Monarch Airlines National Trust Nationwide Network Housing Group NFU Mutual Nominet N&P Building Society Perceptive Informatics Prudential PSA Peugeot Citroen Quantum Care Royal Bank of Scotland RS Components Sainsbury’s Scottish 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 University of Manchester Virgin Money Visa Europe William Hill Yorkshire Water Zurich Insurance

Who we work with:

To book online: www.tlfresearch.co.uk

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Call: 01484 467000