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.

How to Wow: Book Review
, , , , , ,

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…
5 Inspiring TED Talks to Drive Customer Success
, , ,

5 Inspiring TED Talks to Drive Customer Success

We love TED talks, and we are not alone. Back in 2015 TED talk videos were viewed more than 3 million times per day and that number has grown enormously. We like TED talks because we always learn something and they are quite short in length,…
7 Top Customer Success Blogs
,

7 Top Customer Success Blogs

Customer success has been an important trending topic for over 5 years. There is no doubt that, as we move increasingly toward a subscription economy, understanding the factors affecting customer success is essential to retain those valuable…
12 Great Customer Success Conferences for 2019
, , ,

15 Great Customer Success Conferences for 2019

You may be wondering whether you can justify the cost, the time away from work and the travel necessary to attend professional conferences. After all, we can easily stay in touch with people in our industries online. We collaborate and interact…
5 Excellent Customer Success Books to Read
, , , , , , ,

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 Success and Customer Service Drive Customer Experience Excellence
, , ,

What's the relationship between Customer Success, Customer Service and Customer Experience?

In today’s increasingly competitive markets we all know that businesses need to pay special attention to their customers to foster valuable loyalty and keep up with ever changing demands. Great customer service is widely recognised as just…
Why service is the lifetime value of your product
, , , , , , ,

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…
The Lost Art of Talking to Customers
, , , , , , , ,

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…
Subscribed book review
, , , , , ,

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…
Lands End CSAT
, , , , , , , , , , , , , ,

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…
5 Excellent Customer Success Podcasts
, , ,

5 Excellent Customer Success Podcasts

We're continuing our series on Customer Success; today focusing on podcasts. They're a format which fits neatly into our busy lives, and the sheer breadth and wealth of content that’s now available in podcast format covers some excellent business…
3 customer support teams you should know about
, , , , , , , , , , , ,

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…