Entries by Lindsay Willott


New Fully Integrated ServiceNow Customer Feedback Integration Released

Customer Thermometer today launches a market-first, 2-way integration of its email feedback survey with ServiceNow.  Brighton, UK  –  12 July 2019 – Customer Thermometer, the market leader in 1-click customer feedback solutions, today announced a full two-way product integration with ServiceNow, the cloud-based platform which delivers solutions and digital workflows that create great experiences and unlock productivity for […]

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Average Survey Response Rate – What You Need to Know

When creating and distributing a new survey, people often want to know what response rate they are likely to receive. And unfortunately, because response rates are influenced by a multitude of factors, it’s never easy to forecast. But, by being aware of recent survey response rate metrics, along with key influencing factors, you can establish […]

Our Summer Fiction Reading List For 2019

This year we’re splitting our usual Summer Reading list into two – one fiction and one business. If you’re after the business one, that’s here, but if you just want to unwind from all things business (you are going on vacation after all…) and you’re after a couple of fiction suggestions check out out this […]

Our Summer Business Reading List 2019

Stephen King has commented that ‘Books are the perfect entertainment: no commercials, no batteries, hours of enjoyment for each dollar spent. What I wonder is why everybody doesn’t carry a book around for those inevitable dead spots in life.’ It’s a lovely quote and reminds me to pick up a book and put down my […]

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How to Retain Key Accounts by Ensuring Client Satisfaction

It is well known that it can cost up to five times more to gain a new customer than it does to retain an existing one. These days, smart, forward-thinking enterprises are paying far more attention to customer retention than ever before. They’re aware that by increasing customer retention rates by just 5% they can […]

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The Power of Moments: Book Review

This month, I’ve been reading Chip and Dan Heath’s really excellent book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact. This is a thought-provoking book, packed with case studies and stories but also fielding a good amount of research, backed up by solid action points. One of the major takeaways for me was that, […]

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How Successful Startups use Customer Success

For many companies, especially those providing SaaS, most of the revenue derived from customer relationships is produced post-sale. It therefore makes sense to focus on both retaining customers for as long as possible and developing these valuable customer relationships. Customer requirements and expectations change over time, so it’s important to remain highly aware of how […]

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Why Your Business Needs Customer Success

Many of today’s businesses are focused upon customer experience (CX), but only around 22% say that their efforts are exceeding customers’ expectations. Customer experience encompasses everything from the first time someone hears about a business right through until their final interaction with the organisation. This means there are plenty of opportunities for negative experiences to […]

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Putting customers at the heart of phs Compliance’s service

Since its formation in 1991, phs Compliance has enjoyed substantial growth. It is now a major provider of property and facilities management services, employing over 500 people and delivering over 14 million compliance inspections across 35,000 customer sites each year. The company attributes its success and growth trajectory on its focus on the customer experience. The […]

Help desk customer satisfaction survey options

As Customer Thermometer has grown, one of the markets in which we are most popular is the help desk customer satisfaction survey space. Help desk and service desk customers from right across the world have found Customer Thermometer and have been swapping their existing old-fashioned long form surveys to single click surveys. We are honored to […]

Forrester CX Index 2018 – Key Takeaways

Positive customer experience makes your customers happy, appreciated and respected. And happy customers are the best marketers as they share their positive experiences with their friends, family and social circles. Customer experience (CX) can be broadly defined as the emotions that your customers experience at every touchpoint with your organisation. These combined emotional experiences determine […]

5 New Books on Customer Experience You Must Read

The next instalment in our CX (Customer Experience) mini-series, is a short list of 5 recently published books on customer experience which we recommend for the great guidance and insight they provide. Creating a meaningful customer experience is considered essential for most businesses and organizations aiming to achieve a competitive advantage. Perspectives on customer experience […]