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How to do digital customer success and delight

Now’s the time to switch your physical customer touchpoints to virtual. If you haven’t already adapted your customer engagement for the long-term effects of Covid then do not despair. There are plenty of reasons to ‘virtualize’ physical touchpoints and avoid being one of those brands who’ve not managed to swap important offline customer contact online. […]

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10 Customer Behavior Stats Showing the Impact of Covid

Six months after the first worldwide Covid-19 lockdowns, we’re taking stock of what it all means for buyer behavior. We’ve collated 10 insightful facts from large-scale consumer studies conducted by some of the biggest research groups in the world. Where possible, we’ve separated research studies conducted in the immediate aftermath of Covid’s arrival from those […]

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The Grid by Matt Watkinson: Book Review

This month we’re reviewing The Grid: The Master Model Behind Business Success by Matt Watkinson. We are big Matt Watkinson fans here at Customer Thermometer. We often give away Matt’s excellent first book, The Ten Principles Behind Great Customer Experience, to our customers and prospects. If you don’t already, go and follow him on LinkedIn where he […]

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Response Drivers Are Go!

We all know feedback is really useful. But we also want to know what is driving it? You asked for it. We listened and worked really hard. So we are very proud today to introduce our sparkling new Drivers feature! 🏎️ You can now offer your respondents the opportunity to select the reason, or driver, for […]

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How to do employee engagement in 2021

Few predicted ‘the Covid effect’ would last beyond a few weeks. Teams have been scattered into remote corners, disrupting the employee engagement that’s physically possible. Workplaces may not resemble their 2019 selves for years, or possibly forever, and workers’ wellbeing has suffered. According to a study by social network Blind, 53% of remote workers feel […]

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4 Customer Success Books to Read Now: Thriving After the Pandemic

There are 4 big areas you need to focus on to create real customer success, retain customers and recenter your company and team for the future. Those areas are Recover, Rebuild, Rethink and Reimagine. (we wrote a post detailed post on these areas here.) We’ve picked our best customer success book in each category to […]

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5 Customer Service Quotes for the New Next

The shelves at Customer Thermometer HQ are always stuffed with the best customer service books and we love learning new things from big thinkers, industry commentators and – naturally – customers too. Sometimes the wisdom comes not from a 200-page treatise on customer strategy, but from a short quote that sums up an important concept. […]

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How to Upgrade Your Technology Toolbelt to Retain Customers

Retaining customers amid all that Covid throws at you is a tough ask. Fans of the longrunning ‘Lost’ TV series will see the similarities with crash-landing on a remote island. First you focus on surviving, but sooner or later you need to move on and thrive in your new surroundings. As we turn our thoughts […]

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5 Homeworking Cybersecurity Tips for CS and CX Teams

Enjoying the many virtues of living and working in a digital age means keeping your wits about you; avoiding a panoply of cyber threats from malware and spam to extortion and theft. And so it is with the situation that many customer service pros find themselves in: being tech enabled to work from home just […]

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CX Megatrends: What’s Driving The New Next

The pandemic has accelerated trends that were already bubbling away under the surface. We reviewed the pandemic reports of some of the world’s leading consultancies, agencies and analysts to dig out the statistics and quotes that show how our world is changing. Here’s what they are saying is happening now, and what it means for […]

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The Art of Statistics: Book Review

I first became aware of Sir David Spiegelhalter after seeing him being interviewed on the BBC about the statistics behind the pandemic. His clarity around the numbers and the compelling way he spoke about the data resonated with me and I discovered that he had written a number of books on understanding stats better. David […]