Entries by Lindsay Willott

Customer Thermometer Names Jim Turner as CEO

Brighton, UK — 1 March 2020 — Customer Thermometer, a market leader in survey solutions, has today announced the appointment of its Managing Director, Jim Turner, to Chief Executive Officer to lead the next phase of growth and market expansion. Customer Thermometer is undergoing huge growth and his appointment will support the company as it […]

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100 Practical Ways to Improve Customer Experience: Book Review

Usually Customer Experience business books come out of the experience of a single person, and often also a single company, which has had a reputation for generating good CX results. This month, we’ve been reading a book on Customer Experience that turned out to be a little different (in a good way) from what we […]

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Fanocracy: Turning Fans into Customers: Book Review

David Meerman Scott’s New Rules of Marketing and PR is one of the books I often associate with the start up phase of Customer Thermometer. Meerman Scott’s insights into content marketing and the concept of generating great content to bring people to your website was revolutionary at the time. He spotted a fundamental shift in the marketing […]

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Creating a Product Market Fit Survey

Rahul Vohra’s talk about how to create a product market fit survey for the Business of Software conference was one of the standout speeches of recent years (against some very strong competition). Rahul is the CEO of the email productivity tool, Superhuman. As he was struggling to scale his SaaS startup, he read about an approach […]

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5 Customer Experience Trends for 2020

We are at a pivotal moment for customer experience, with the impact of artificial intelligence (AI) and a very clear shift in relations between customer and company making it harder than ever to stay up to date with ever-evolving customer expectations. Customer service has changed faster in the last ten years than arguably within the […]

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Blue Ocean Shift: Book Review

When Blue Ocean Strategy by W Chan Kim and Renee Mauborgne came out in 2004 it was a seismic book. The thrust of Blue Ocean Strategy (BOS) is that companies must create and drive up elements of remarkable customer experience to be different from their competition. At the same time they have to eliminate any […]

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Punk CX: Book Review

Adrian Swinscoe writes on customer experience and customer service for publications like Forbes and the BBC. Punk CX is his second book covering the topic of CX. We’ve all read books where the author has hit upon a good business idea and then expanded what should have been a pamphlet into a Tolstoyesque tome. Punk […]

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Customer Service Stats for 2020

Here we’ve collated over 100 customer service statistics, customer satisfaction statistics and quotes from various brands, industry leaders and researchers which reflect the fast-changing landscape. Customer experience and delivering high levels of customer satisfaction is now the top priority for all forward-thinking businesses. Customers are no longer basing their loyalty on brands, products and prices. […]

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What is Customer Success Enablement?

We know that focusing on customer success drives retention and high customer lifetime value (CLV). But what do customer success managers and teams need in order to achieve these goals? Sales teams, in many organisations, are often supported by sales enablement processes and operations, designed to help customer-facing sales professionals add value to every customer […]

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How to Track and Measure Customer Success

We have previously talked about how Customer Success Drives Customer Retention. Customer success has been defined as the business methodology of ensuring that customers achieve their desired outcomes when using your products or services and a number of customer success KPIs (key performance indicators) were proposed. In this post we look at how these metrics […]