Entries by Lindsay Willott

Customer Thermometer releases v1.4

Yesterday, after much thought and customer consultation, Customer Thermometer v1.4 was released to the live application. We have just turned a year old and have learnt a lot from our customers over the last year. Thousands of Thermometers have been sent to customers and the response rates have been very impressive, especially when compared with […]


Why don’t people complain?

Do you know why people complain so little? In Episode 3 of Customer Thermometer TV, Mark Copeman interviews Guy Winch Psychologist and author of “The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships, and Enhance Self-Esteem.” He’s therefore the perfect person to be talking to about this particular subject. Mark talks […]

Happy employees make happy customers – it’s official

We’ve suspected it for a while, but now it’s official. Happy employees do make happy customers. This link was first studied in the mid-80’s, but it’s never been more important than today. In our second edition of Customer Thermometer TV, our co-founder Mark Copeman talks to the Managing Director of Performance equations, Joe Espana about […]


Customer experience ideas in 2 minutes: Fastpass (Disney)

Want some customer experience ideas? Fastpass was introduced at Disney parks in 1999 (though, according to Wikipedia, the idea of a ride reservation system was first introduced in world fairs), Fastpass allows guests to “reserve” a time to ride a particular attraction, so they can go and do other things rather than waiting in line. The service is available at no […]

Customer experience ideas in 2 mins: the welcome book

Customer Experience Ideas Welcome to the first in Customer Thermometer’s “2 minute CEM” – ideas you can quickly implement to improve the experience of your customers. For our first idea, we’ve taken inspiration from one of the gurus of customer service, Dr Paddi Lund. He came up with the idea of creating a welcome book […]