Retaining staff can be enormously challenging, especially in highly dynamic, fast-paced industries. Ongoing, continuous and routine employee surveys help by providing a valuable communications pipeline, enabling personnel to express their concerns and suggestions. Taking action based on staff survey feedback will make a valuable contribution toward staff retention, but if you want to get some […]
Deriving actionable, insightful feedback from clients and customers can often be daunting, but Customer Thermometer makes it both simple and a lot of fun. Creating your first survey with Customer Thermometer can be achieved in minutes – and it’s completely free so why not give it a try today! Create a Survey with Customer Thermometer […]
Some CSAT surveys are doing better than others. Maybe you have highly engaged customers, or a cool incentive that drives your CSAT survey. Maybe yours is shorter and punchier than most; only 4 or 5 questions rather than 14 or 15. Maybe you’re achieving a 5% or even 10% response… Unfortunately, any representative customer survey […]
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 […]
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 […]
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 […]
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 […]
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 […]
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, […]
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 […]
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 […]
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 […]
