Entries by Lindsay Willott

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What Generation Y wants from customer service

What Generation Y wants from customer service? We are delighted to post this fascinating interview with leading futurist and strategist Dr Graeme Codrington. In it, he discusses with our co-founder Mark, his views on what Generation Y wants from customer service and how businesses need to respond. As Dr Codrington says in our interview “Generation […]

Feedmyapp.com features Customer Thermometer

Our Survey app has been reviewed! We’re delighted today to find that the cool folks over at Feedmyapp – one of the best web 2.0 directories on the Internet has featured the coolest customer satisfaction survey tool on the Internet… Customer Thermometer… Watch out for us on other sites soon…

Customer Thermometer announces v1.3

Improve your survey results Last night, after several weeks of testing and coding, thinking and coffee drinking, the Customer Thermometer team was delighted to release v1.3 of the Customer Thermometer service. In addition to the software release, which is outlined below, we’re also delighted to announce that we’re using our very own API to showcase […]

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BIG marketing for small business

We are delighted that our co-founder Mark Copeman has been interviewed by Tim and Luke on the very well-followed and inspiring “Small Business Big Marketing” podcast. And have been both excited and touched by the number of great businesses signing up for Customer Thermometer as a result. SBBM is Australia’s most listened to small business marketing […]

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Exploiting the satisfied customer is crucial

Do you have a strategy for dealing with your satisfied customers? Whilst most companies have strategies and processes for handling complaints, very few focus on what to do with the customers who rave about them. Your happiest customers are your best source of referral, word of mouth, case study material and ideas for new products and services. Often, […]

5 reasons online customer satisfaction surveys don’t work

Online customer satisfaction surveys don’t work. There’s a survey response rate crisis and customer experience professionals need to be aware of the 5 drivers causing it. Here’s why… 1. Online surveys don’t drive service improvement. This week, HR Magazine released a survey which said customer service teams are “measuring what’s easy.” It called for companies to change […]