Customer Retention

There’s an often-told story about a salesman in a department store who was deeply unhelpful and rude to a customer when he saw that they only wanted to buy a $13 item. However, when that salesman’s manager looked into the value that customer had spent in the life of their relationship with the store however, it ran into the tens of thousands of dollars.

In this section on customer retention, we have some superb content which will help you really understand what drives retention (it’s not always what you think). We debunk the myth that wowing customers is what it’s all about and we provide useful assets and downloads to help your customer retention efforts succeed.

whats new customer thermometer 2020 Q1
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What's New So Far in 2020? Customer Thermometer Updates and Features

Now, more than ever, our customers are relying on us to provide insight into how customers and staff are feeling from a distance. So, we decided to give the lockdown pizza and Netflix a swerve, and instead we've been working incredibly hard…
Back to work Covid surveys feedback templates
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Back to work COVID-19 surveys and feedback: 6 templates

As many countries start to ease their initial lockdowns in the face of the Coronavirus/Covid-19 pandemic, companies and employees face the thorny challenge of how to go back to work safely. The Financial Times wrote earlier this week that…
CMD covid pulse feedback survey case study
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How CMD is using pulse surveys to stay connected during the pandemic

CMD Ltd is a British manufacturer founded in 1984, who create solutions to meet the challenges of integrating power and technology with furniture for commercial environments. CMD employs over 200 people who work throughout the UK. Most…
the culture code book review
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The Culture Code: Book Review

It may seem like a strange time to be reading this book when things that traditionally make us think of company culture – a full beer fridge, mission statement nailed on a wall somewhere and colourful beanbags in games rooms – may no longer…
CX through the crisis to recovery
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Managing customer experience: from crisis to recovery

In a single week in March, everyone had to learn to survive in a completely new way. “Ten years of change in one week” was how the New York Times characterised the way the Coronavirus pandemic has swept through society. Wherever you find…
Black Swan book review in the light of COVID 19
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Black Swan: Book Review

In a matter of weeks, Covid-19 has gone from a distant piece of news, to a massive global shock. It's been called a true "Black Swan" event. The term Black Swan was coined by Nassim Nicholas Taleb in his 2007 bestseller: “Black Swan: The…
competing against luck book review customer thermometer
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Competing Against Luck: Book Review

I'm writing this book review from lockdown during the COVID-19 crisis. While so much is changing, it's important to remember that in every disaster there is both risk and opportunity. One thing that's definitely true right now is that customer…
mood booster customer thermometer team
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Put a spring in your step - the CT way

Sorry for the bad spring pun, but there's no better time to help each other to feel a little more inspired, motivated, cheered, relaxed... you name it, we're here to help. With the news changing all the time and modern technology sometimes giving…
nps vs csat video adrian swinscoe punk cx
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Measuring NPS vs CSAT: A video with Adrian Swinscoe

Our Founder, Lindsay Willott, met with CX consultant and author of Punk CX, Adrian Swinscoe, to help us understand a little more about how to get the best from using Net Promoter Score surveys to measure customer satisfaction. Often, people…
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The Ultimate Service Desk Quotes for Inspiration

A major challenge for IT Service Desks is to provide excellent customer support with often quite technical and complex IT solutions to problems. From upskilling employees across the business around digital transformation, right through to how…
service desk experience management itsm best practice
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Best Practice for Service Desks Infographic

We love hearing from our Service Desk customers about the amazing response rates they get using Customer Thermometer surveys, but what's also inspiring are the best practice strategies to maximize effectiveness. Thorough customer feedback contributes…
ITSM ITIL continual service improvement service desk experience management
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Service Desk Experience Management for ITSM and ITIL

The idea of implementing a 'continual improvement' strategy across the entirety of an IT service management organization lies at the heart of both ITIL and ITSM. (If you're not familiar with these terms, they are a set of practices for IT…