Customer Experience Management - What You Need to Know
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Customer Experience Management - What You Need to Know

We all know that happy customers are good for business. Delighted customers will spend more money and potentially become brand advocates, talking about your business positively, whereas unhappy customers are likely to do the very opposite! Customer…
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Customer Experience Strategies to Boost Loyalty

The average cost for a business to acquire a customer is roughly 5-25 times the cost for retaining a customer, so it's safe to say that it's worth investing in customer loyalty. But how *do* you maintain loyalty in your customer base? You…

6 Books on Emoticons, Emoji, and Modern Business Communication

It wasn't that long ago that emoji were largely invisible in the workplace, but within the last few years they have become a ubiquitous tool for communication; helping to convey tone and improving human connection in an increasingly online world. The…
Average Survey Response Rates - What You Need to Know
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Average Survey Response Rate - What You Need to Know

When creating and distributing a new survey, people often want to know what response rate they are likely to receive. And unfortunately, because response rates are influenced by a multitude of factors, it’s never easy to forecast. But,…
3 takeaways from Forrester’s Customer Experience CX NYC event
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3 takeaways from Forrester's CX NYC event

Customer Thermometer sponsored Forrester's excellent CX NYC 2019 event a few weeks ago. We were lucky enough to attend many of the sessions, and have pulled together what Forrester highlighted as the biggest Customer Experience transformation…
How to Retain Key Accounts by Ensuring Client Satisfaction
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How to Retain Key Accounts by Ensuring Client Satisfaction

It is well known that it can cost up to five times more to gain a new customer than it does to retain an existing one. These days, smart, forward-thinking enterprises are paying far more attention to customer retention than ever before. They’re…
The Power of Moments Book Review
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The Power of Moments: Book Review

This month, I've been reading Chip and Dan Heath's really excellent book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact. This is a thought-provoking book, packed with case studies and stories but also fielding a…
How Successful Startups use Customer Success
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How Successful Startups use Customer Success

For many companies, especially those providing SaaS, most of the revenue derived from customer relationships is produced post-sale. It therefore makes sense to focus on both retaining customers for as long as possible and developing these…
Why Your Business Needs Customer Success
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Why Your Business Needs Customer Success

Many of today’s businesses are focused upon customer experience (CX), but only around 22% say that their efforts are exceeding customers’ expectations. Customer experience encompasses everything from the first time someone hears about…
phs Compliance csat case study
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Putting customers at the heart of phs Compliance's service

Since its formation in 1991, phs Compliance has enjoyed substantial growth. It is now a major provider of property and facilities management services, employing over 500 people and delivering over 14 million compliance inspections across 35,000…
Forrester CX Index 2018 - Key Takeaways

Forrester CX Index 2018 - Key Takeaways

Positive customer experience makes your customers happy, appreciated and respected. And happy customers are the best marketers as they share their positive experiences with their friends, family and social circles. Customer experience (CX)…

5 New Books on Customer Experience You Must Read

The next instalment in our CX (Customer Experience) mini-series, is a short list of 5 recently published books on customer experience which we recommend for the great guidance and insight they provide. Creating a meaningful customer experience…