Ahead of our visit to Forrester’s annual CXNYC event in June, I spent a long-haul flight taking notes from John A. Goodman’s Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service. Drawing on over 40 years of experience across 45+ Fortune 500 companies, and having coined one of our favourite maxims “It costs […]
As we start to gear up towards Forrester’s CX NYC event this month, we’ll be writing a mini-series on all things Customer Experience. Podcasts have gained renewed popularity, largely due to the breadth of topical information that’s available and the convenience of the podcast format. You can find podcasts on everything from chickens to childcare […]
Likert scales are rating scales often used in customer surveys. This form of rating scale is named after its inventor, psychologist Rensis Likert. A Likert scale is a psychometric scale that’s effectively used to assess the opinions, attitudes and experiences of customers regarding brands, products and services. Likert scales offer survey respondents the opportunity to […]
The agenda for the imminent Customer Experience NYC 2019 conference is now available from the Forrester.com website. Here’s our breakdown of what’s taking place. (And don’t forget that this is your opportunity to come and say hello to us as we have a Customer Thermometer booth at this year’s event!) Pre-Forum Options The main conference takes […]
We’re into the second full day of Kaseya’s ConnectIT 2019 event. One of the major topics of content and conversation here at the event so far has been how to combat MSP (Managed Service Provider) churn. In a world where customers are deeply entrenched with their existing MSP, it’s hard to win new business and […]
College prep is a serious business, especially in the US. However, only one in four students score college-ready on the ACT (The ACT is a standardized test used for college admissions in the United States) For low-income and minority students, the gap is even worse. It’s a market that was ripe for innovation, which is […]
Customer satisfaction survey response rates are influenced by a multitude of factors, many of which we’ve discussed previously. One of the most important is timing. The day of the week, the time of the day along with the time delay between the event or interaction that is being surveyed and when the survey is received […]
It’s less than a week to go until we join our integration partner, Kaseya, for their flagship annual user conference in Las Vegas, Connect IT! We’re excited to be sending a Customer Thermometer team to the show, and we’ll have a booth at the event too. Come and see us for coffee and candy! With […]
Anyone who has ever measured Net Promoter Score (NPS) or Customer Satisfaction (CSAT) score for their business will want to know how their scores compare with others. The scores themselves are useful indicators of how likely it is that your customers will promote your brand (NPS) and how satisfied they are (CSAT), but knowing how […]
Today’s customers and clients interact with businesses, organizations and suppliers via multiple channels. Email, telephone, social media, online forms, knowledge bases, customer portals, SMS text, online chat, mobile apps and face-to-face – are all used for customer feedback and interaction. In addition people leave online reviews and widely exchange and share opinions on forums and […]
23 April 2019: Customer Thermometer, a leading provider of customer feedback solutions, has received one of the most esteemed business accolades in the UK – a Queen’s Award for Enterprise. It won in the category International Trade in recognition for its exporting success and international trading strategy. Customer Thermometer’s 1-click email feedback solution is helping the […]
Schools have undergone a cashless revolution since ParentPay launched its innovative payment solution in 2002. As a result of removing cash, schools have saved millions of hours of time accounting for meals, trips, uniforms and other school items. Added to this, parents get a convenient payment method that offers peace of mind and total transparency. […]
