Customer Feedback

Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, News & Press

CX NYC 2019 Conference - our top picks

The agenda for the imminent Customer Experience NYC 2019 conference is now available from the Forrester.com website. Here’s our breakdown of what’s taking place. (And don’t forget that this is your opportunity to come and say hello to…

How MasteryPrep raised the bar in feedback excellence

Customer Case Studies, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, News & Press, Retention Rate, Staff Employee Engagement

How MasteryPrep is raising the bar in feedback excellence

College prep is a serious business, especially in the US. However, only one in four students score college-ready on the ACT (The ACT is a standardized test used for college admissions in the United States) For low-income and minority students,…

Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

When to Send a Customer Satisfaction Survey

Customer satisfaction survey response rates are influenced by a multitude of factors, many of which we’ve discussed previously. One of the most important is timing. The day of the week, the time of the day along with the time delay between…

Customer Feedback, Customer Retention

Enterprise Feedback Management - What You Need to Know

Today’s customers and clients interact with businesses, organizations and suppliers via multiple channels. Email, telephone, social media, online forms, knowledge bases, customer portals, SMS text, online chat, mobile apps and face-to-face…

Customer Case Studies, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, News & Press, Retention Rate, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

ParentPay Passes CSAT Exam With Flying Colors

Schools have undergone a cashless revolution since ParentPay launched its innovative payment solution in 2002. As a result of removing cash, schools have saved millions of hours of time accounting for meals, trips, uniforms and other school…

Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Staff Employee Engagement, Staff Employee Retention

How to Wow: Book Review

This month we review the excellent How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing by Adrian Swinscoe. Adrian is an ex-teacher, economist and manager with experience in organizations such as Shell, the FT and the…

Customer Feedback, Customer Satisfaction

The Review Economy and Why You Need a Review Strategy

Today’s consumers expect readily available, honest, open and complete information on all products and services. They want unbiased information that will help them make the right choice. The evolved buying process these days means that consumers…

Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, News & Press

5 Excellent Customer Success Books to Read

If you are a regular reader of the Customer Thermometer blog you will know that we are avid readers. We love discovering new perspectives from insightful authors who often provide alternative, thought provoking viewpoints. We are constantly…

Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, Retention Rate

Why service is the lifetime value of your product

It used to be received wisdom that ‘a good product speaks for itself’. You don’t hear that so much nowadays. Why? Because the product alone contributes a diminishing proportion of the overall lifetime value from each customer. It certainly…

Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, Retention Rate

The Lost Art of Talking to Customers

According to the Q1 2018 Nielsen Total Audience Report U.S. adults, on average, are spending 11 hours a day connected to linear and digital media, watching movies and videos or looking at social media. Another study highlights that although…

Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Staff Employee Engagement, Staff Employee Retention

Subscribed: Book Review

I've rarely been more fired up to write a book review for our blog than the moment I finished Subscribed: Why the Subscription Model Will Be Your Company's Future - and What to Do About It by Tien Tzuo, Founder and CEO of Zuora. For several…

Customer Case Studies, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, News & Press, Retention Rate, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

Retailer Lands' End shares its success using Customer Thermometer

“We have been completely blown away by the results of using Customer Thermometer. In the first 3 months, we had x6 times the number of responses we hoped for. Not only that, the customer satisfaction level is awesome – a real validation…