
New McKinsey research reveals major failings in traditional customer survey programs
We always knew that CX leaders and the brands they represent are poorly served by typical customer surveys.
Why? Because of what CX pros tell us about low response rates associated with traditional surveys. And because of all the knock-on…

Your Back To Office Post-Covid Employee Feedback Kit
It’s been a long time coming. But now is the time to start planning to welcome employees back to the office, and back to brand new working arrangements.
It won’t be straightforward.
Acclimatising to 100% working from home had plenty…

World Book Day: Celebrating Wellbeing and Success
Happy World Book Day! This year’s annual celebration of books on 4th March has an added resonance because of the resurgence in reading over the last 12 months.
Books are fantastically important. Their stories unlock learning. Stephen King…

6 great customer journey mapping templates
Customer journey mapping is really important to ensure you fully understand your opportunities for garnering and applying customer feedback. You can find your way through this challenge in our Journey Mapping Guide.
A critical step in putting…

What’s new in 2021 so far? A rundown of the latest Customer Thermometer updates and features
It’s been a tough period for so many people, but we’re excited and optimistic about what the rest of 2021 has in store. We’re as determined as ever to support our customers with loads of useful new features and integration capabilities.
We’ve…

How to create a customer journey map
Extracting maximum value from customer feedback requires structure rather than a scattergun approach. Welcome to the world of customer journey mapping, for which we’ve created a cartographic-inspired guide to help you navigate.
You can…

Move the Needle on CSAT and NPS® with Closed Loop
We’re very excited to share that we’ve added a new Closed Loop feature to Customer Thermometer to expand the value of real-time feedback. It takes our concept of the 1-click survey to the next level, where you aren’t just measuring and…

Retention Point by Robert Skrob: Book Review
The era of the subscription economy was already in full swing before the events of the last 12 months put it into overdrive. Increased buyer preferences for as-a-service models (in B2C and B2B alike) and the enabling effect of widespread digital…

A Meta Analysis of 2021 Mega Trends
Opinions of how the future will turn out can differ wildly, even among leading experts in their fields. And you won’t know who was right and who was wrong until long after the fact.
There is no shortage of 2021 predictions to consult. We…

How To Keep Close To Customers: Customer Experience 2021
2021 is going to be utterly unique.
Sweeping changes in our habits has created a rush to do everything digitally...
One of the most fascinating bits of research to cross our desks of late is the ‘Gartner Top Strategic Technology Trends…

What should be in your basket of CSAT measures?
Customer success metrics and KPIs need to be reliable. They need to be telling your business useful truths.
Customer intel you can act upon. Warnings you can heed. Triumphs you can substantiate. Cause and effect you can use to try to predict…

Inside the Customer Experience Masterclass
Just the other day we held a virtual roundtable with CX rockstar Matt Watkinson. Matt is the best-selling author of The Grid and The 10 Principles Behind Great Customer Experiences. We called the event “The Leader’s Guide to Customer Experience”.
Among…