Customer Feedback

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…

measure transactional nps customer thermometer

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

How to measure Transactional NPS

Pick a customer and imagine it’s the only one you have. Your first or your best – it doesn’t matter. With only one customer, you can afford the time to invest in understanding their motivations and be responsive to changing needs. But…

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…

3 customer support teams you should know about

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

3 customer support teams of the future

The truly great sports teams don’t just get great results. They each have their own unique character that inspires loyal fans. They set standards for the next generation to beat. And what about the acclaimed teams from TV and film like…

Customer Service and Satisfaction Statistics

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

Customer Service Stats for 2019

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…