Entries by

, , , , , , , , , , , , ,

A Meta Analysis of 2021 Mega Trends

Opinions of how the future will turn out can differ wildly, even among leading experts in their fields. And you won’t know who was right and who was wrong until long after the fact. There is no shortage of 2021 predictions to consult. We figured that, by corralling as many as possible into a single […]

, , , , , , , , , , , , , , ,

How To Keep Close To Customers: Customer Experience 2021

2021 is going to be utterly unique. Sweeping changes in our habits has created a rush to do everything digitally… One of the most fascinating bits of research to cross our desks of late is the ‘Gartner Top Strategic Technology Trends for 2021’ edited by Brian Burke. It arrived just as we put the finishing […]

, , , , , , , , , , , , , , ,

What should be in your basket of CSAT measures?

Customer success metrics and KPIs need to be reliable. They need to be telling your business useful truths. Customer intel you can act upon. Warnings you can heed. Triumphs you can substantiate. Cause and effect you can use to try to predict outcomes. NPS – Net Promoter Score – is pretty well accepted as the […]

, , , , , , , , , , , , , , , ,

Inside the Customer Experience Masterclass

Just the other day we held a virtual roundtable with CX rockstar Matt Watkinson. Matt is the best-selling author of The Grid and The 10 Principles Behind Great Customer Experiences. We called the event “The Leader’s Guide to Customer Experience”. Among the delegates were organizations ranging from very large to comparatively small. Sectors included banking, […]

, , ,

30 smartest customer service moves

Marketing brings in sales, but only great customer service can create customers. Customer service is now the major arbiter of reputation, with the pandemic driving that online service reputation higher and higher, so you need to make sure it’s both top notch and innovative. To help you on your way, we’ve collated 30 of the smartest customer service “moves” […]

, , , , , , , , , , , , , , , ,

Our Best Business Books of 2020

What better way to look forward than with a pandemic-proof, anti-Covid anthology of the best books we’ve reviewed in 2020. Naturally, all 10 of these volumes are bursting with valuable insights to influence your next move in business and customer strategy. Everything you need to wrestle the pandemic to the ground and come out in […]

, , , , , , , , , ,

Customer Thermometer now works with Tigerpaw PSA

IT and technology professional services providers that use Tigerpaw One now have a readymade integration with Customer Thermometer. With Customer Thermometer integration, Tigerpaw users can easily embed feedback buttons to their ticket notifications and start collecting rich, actionable customer feedback. Tigerpaw the latest in a long list of PSA integrations Tigerpaw is the choice of […]

, , , , , , , , , , , , , , , ,

On-Brand Customer Feedback Icons Bursting with Creativity and Meaning

Emojis are everywhere on messaging platforms, and messaging platforms are even more popular than social media (which is also saturated with emojis). Bottom line: it’s an emojitastic world out there, and everyone including grandma is emoji-literate. Going beyond emoji faces on a customer feedback brand continuum It all started with faces: smiley faces, sad faces, […]

, , , , , , , , , , , , , , ,

6 Spells for Magicking a Great Support Team

We have won global awards for our service (one from Her Majesty the Queen, no less). But we still see customer service as our life’s work, our ultimate goal. Our software is all about being fantastic at customer service, and we want to live and breathe that as a company too. We are asked at […]

, , , , , , , , , , , , , , ,

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. […]

, , , , , , , , , , , , , , ,

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 […]

, , , , , , , , , , , , , , ,

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 […]