leadership-factor.com Open in urlscan Pro
104.17.128.171  Public Scan

Form analysis
0 forms found in the DOM

Text Content

In this edition: Zoom fatigue, LEGO CX, "shocking" customer service levels, and
more.... | View in browser



Your monthly CX and insight newsletter from TLF Research

 


“The idea of craftsmanship is a constant striving for excellence, not
perfection."


 


James Otter


Happy New Year!

 


What does 2024 have in store for customers? Inflation and falling standards of
service have taken a toll on both satisfaction and consumer sentiment over the
last couple of years, and organisations are going to have to work hard to win
back their trust and loyalty.

 


In most sectors there are exceptions, and we believe it's those organisations
that keep customers front of mind when times are tough that will reap the
rewards in the future.

 


Here's to a year in which customers come first!


    


Thanks for reading,

Stephen






Stephen Hampshire

Client Manager, TLF Research




Here are 6 things we think are worth your time this month




Zoom Fatigue: Boredom, not Burnout




An interesting study which contradicts the conventional wisdom that Zoom/Teams
meetings are making us stressed. A bigger problem may be that the meetings are
under-stimulating (boring), especially for people who are less engaged with
their work. "Given the growing amount of time spent in virtual meetings, these
findings emphasize the risks to mental energy and cognitive performance and
highlight the protective role of high general work engagement."


Read: Zoom Fatigue: Boredom, not Burnout



Learning From LEGO




I love LEGO, and this article gives a good overview of their approach to
bringing customers inside the business, which goes beyond what most
organisations would consider. "Making the effort to bring customers inside can
inform innovation, build brand loyalty and encourage repeat business. "


Read: Learning From LEGO



Shocking Customer Service




We know from the UKCSI that customer satisfaction plummeted through 2023. This
article reports on a Which? survey showing that poor customer service is
pervasive in sectors such as telecoms and energy. "Many businesses were already
offering sub-standard customer service before Covid forced them to close contact
centres and cut support staff – but Which? is now calling on firms in key
sectors to up their game in areas where customer service has failed to improve
or become even worse since then."


Find Out More: Shocking Customer Service



How To Change Your Mind

 


Good article from Scott Young about how Cognitive Behavioural Therapy helps
people to recognise and change destructive patterns of thought. It's an open
question how much you can apply these ideas on your own, but definitely an
illuminating read. "In this model, our beliefs cause us to interpret ambiguous
situations in particular ways. These interpretations give rise to automatic
thoughts, verbalizations and images that rise to the level of consciousness.
Those thoughts, in turn, produce emotional reactions and behaviors."


Read: How To Change Your Mind



From CSV to Report with ChatGPT





File this one under "you could, but do you think you should?" Like many ChatGPT
examples, this is simultaneously impressive and infuriating. The idea that you
can shortcut learning how to actually analyse data yourself by relying on an LLM
with absolutely no knowledge of its own, understanding of the question being
addressed, or ability to make sound judgements about appropriate analysis is,
frankly, absurd.


Read: From CSV to Report with ChatGPT



Top Reads: IDEO Method Cards





Published in 2003 as a set of 51 cards these were a lovely (and quite expensive)
item. The cards are pitched as "51 ways to inspire design", and they're a
brilliant collection of user research and protoyping tools. You can buy second
hand sets for a price, but there are also plenty of PDF versions online if you
want to have a flick through for inspiration. "These cards show some of the ways
IDEO keeps people at the center of the design process."




If you'd like to have a look at our list of past Top Reads, they're all
catalogued on our website here - enough reading to keep anyone going for a
while!


Top Reads: IDEO Method Cards

More Insight From TLF Research


 


If you're looking for inspiration on creating a customer research programme to
help you deliver a world class customer experience, we've got a wide range of
resources available.


SEARCH THE HUB


The Customer Experience Landscape 2024 - Webinar 07/02/24




Join us for our annual update on the key trends affecting CX and Insight at the
Customer Experience Landscape 2024 Webinar on 07/02/24. We'll give you a
synopsis of the topics you need to keep an eye on, with some facts and figures
to help you make your case to colleagues. What’s hype and what’s real? How much
do things really change from year to year? Stephen Hampshire looks at a range of
trends and predictions for 2024. Register for your free place now.


REGISTER NOW


Customer Research and Insight Online Training Courses





Created by our customer research experts, our courses focus on developing your
skills and knowledge with video lessons, quizzes and tasks. Using practical
examples, you'll leave with plenty of new ideas on how to implement what you've
learned within you own organisation. From Customer Surveys and Customer Journey
Mapping, to Action Planning and Storytelling we've got a range of subjects to
choose from.


BOOK NOW


Keep up to date with us on social!




Please do not reply to this email

you can contact us here.

TLF - The Leadership Factor

Company No. 03145836

Registered Office:

Taylor Hill Mill, Huddersfield,


HD4 6JA

Unsubscribe