Entries by Lindsay Willott

, , ,

Example survey questions you can ask using Customer Thermometer

Looking for example survey questions? Then you’re probably keen on getting customer or employee feedback in some way. Whilst getting feedback from your customers is awesome, it’s rarely plain sailing. There are so many different types of survey question you can ask. The question you ask can vastly affect the response rate AND feedback you get. Based on […]

, , ,

7 good customer service ideas that work

Everyone knows how important ‘good customer service’ is. It’s an absolutely critical element of customer retention – something we all strive to improve. But how do you achieve it? Here are 7 good customer service ideas that you can get started on today… 1. Provide an effortless experience Crazy customer retention ideas aren’t always the best […]

, , , , , ,

Lindsay’s summer reading list

As many of us start to ponder reading material for our summer vacation, I thought I would share with you five of the books I have been reading, or rereading, recently. If you’re searching for a beachside blockbuster, you’ll probably want to look away now! But there are some truly thought-provoking business books available right now. Many touch on some […]

10 customer service quotes and images for your presentation

Got a big presentation looming? We’ve created 10 handy, deck-ready customer service quotes and images for you to use. Just drag and drop! Our customer service quotes and images have been drawn from very diverse people, from different industries, countries and backgrounds. We include quotes from Richard Branson, Jeff Bezos, Warren Buffett, Maya Angelou, Peter Drucker, Jim Rohn, Walt […]

Startup Land: Book Review

I dived into Startup Land: How Three Guys Risked Everything to Turn an Idea into a Global Business by Mikkel Svane, the founder of customer support technology company Zendesk, recently. We sponsor their annual London event, so it was a great time to read more about the company and the guys behind it. This is a very […]

, , ,

Case study: HiTech Computers run ConnectWise surveys using Customer Thermometer

HiTech Computers, a Louisiana, US based Healthcare IT specialist, is led by President Richard Raue. The business uses the ConnectWise helpdesk system to manage client jobs and support enquiries. HiTech Computers recently added the Customer Thermometer 1-click survey tool to its ConnectWise surveys to gain more insight into client satisfaction. We interviewed Richard to find […]

Support team names:
how we chose ours

Coming up with good support team names is tough. The changing nature of the work we all used to call “support” means that the name “Support Team” often doesn’t cut it any more. Yes, support teams do provide support. But they are increasingly asked to take on the baton of customer retention. And customer experience. And […]

The Everything Store: Book Review

The Everything Store: Jeff Bezos and the Age of Amazon by Brad Stone was this fortnight’s reading material for me. Since one of Amazon’s central strategies is customer retention, I was fascinated to read about the inner workings of the business. The business reinvests constantly to improve its offer to customers. Speed of delivery, range of […]

Customer support performance metrics – reflections on Relate Live

We’ve just spent the last two days talking to dozens of customer support professionals at the Relate Live conference in London. Many of the conversations we had, covered customer support performance metrics. As the profession moves from simply “helpdesk” to full on “customer experience”, the customer support performance metrics by which teams are measured are coming under the […]

The evolution of the online survey

Your audience has changed. Is the online survey you’re planning on running in the future fit for purpose? Consider the following: Communication has become abbreviated. Long online survey response rates are plummeting. A large percentage of emails are now opened on mobile devices. Customers REALLY dislike filling in long surveys. Long online surveys make it hard to respond to individual […]

20 Customer Survey Response Rate Facts | Infographic

It’s very clear from the newest research I’ve been reading, and compiled below by Customer Thermometer, that long format survey methods are not keeping up with the changes in customer expectations and behaviour. The typical customer survey response rate is often below 2%. Think about how we all now interact. It’s all short format. Much of it is […]