Entries by Lindsay Willott

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The Ultimate Guide to MSP Customer Success

We’ve learned a lot working with IT MSPs around the world. Like how the leading MSPs use customer feedback to maximize lifetime value (LTV) and create significant business advantages. We’ve published a new playbook full of bright ideas and best practices, designed to help MSPs boost value in every aspect of their business: from service […]

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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 […]

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How TOOTRiS Uses Customer Feedback as a Springboard Into Deeper Customer Engagement

Everybody loses when parents can’t get access to good childcare for their kids. Young children miss out on crucial early years education while parents – women especially – are compelled to withdraw from the workforce; diminishing their incomes and career prospects, and directly impacting employers across the US to the tune of $4.4bn each year. San Diego-based […]

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Reporting Ribbon launch 🎀

We’ve never been quite as excited about a release as we are today! We’re thrilled to release into the wild our brand new 🎀 Ribbon 🎀 reporting feature. You can now make your own completely customized dashboard ribbon of mini reports to suit your team and your business! What is it? And show me some […]

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7 ways to engage with the ‘new normal’ customer

It wasn’t so long ago when you had never before uttered the words “social distancing” and polite opinion considered the wearing of face masks in public somewhat eccentric. You don’t need me to tell you how much the world has changed. What’s interesting is how fast consumers have adapted, and organizations – to their credit […]

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20 examples of cool email signatures

Unique Email Signatures – 20 Ideas and Examples Turn your everyday emails into a powerful marketing tool… Think for a minute about the number of emails your organization sends out each day. Every employee emails customers, partners and stakeholders all day long. If these emails use eye catching, cool email signatures, you could promote your business […]

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What’s New So Far in 2020? Customer Thermometer Updates and Features

Now, more than ever, our customers are relying on us to provide insight into how customers and staff are feeling from a distance. So, we decided to give the lockdown pizza and Netflix a swerve, and instead we’ve been working incredibly hard to bring out new releases every week since the start of the year. […]

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Back to work COVID-19 surveys and feedback: 6 templates

As many countries start to ease their initial lockdowns in the face of the Coronavirus/Covid-19 pandemic, companies and employees face the thorny challenge of how to go back to work safely. The Financial Times wrote earlier this week that “millions of companies will have to draw up a Covid-19 risk assessment before allowing staff back […]

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Managing customer experience: from crisis to recovery

In a single week in March, everyone had to learn to survive in a completely new way. “Ten years of change in one week” was how the New York Times characterised the way the Coronavirus pandemic has swept through society. Wherever you find yourself and your business, your relationship with your customers will have changed. […]