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.

100 practical ways to improve customer experience CX review book
, , , , , , , , , , , , , ,

100 Practical Ways to Improve Customer Experience: Book Review

Usually Customer Experience business books come out of the experience of a single person, and often also a single company, which has had a reputation for generating good CX results. This month, we've been reading a book on Customer Experience…
10 things to improve your service desk
, , , , , , ,

10 things you can do this week to improve your Service Desk Experience

How much do you know about the service desk experience your customers receive? How much time do you put in to making sure it's the best it can be? It can be hard to know where to start to tackle such a mammoth task, so we've broken it down into…
Fanocracy Book Review
, , , , , , , , , , , , , ,

Fanocracy: Turning Fans into Customers: Book Review

David Meerman Scott's New Rules of Marketing and PR is one of the books I often associate with the start up phase of Customer Thermometer. Meerman Scott's insights into content marketing and the concept of generating great content to bring…
Creating a Product Market Fit Survey
, , , , , , ,

Creating a Product Market Fit Survey

Rahul Vohra's talk about how to create a product market fit survey for the Business of Software conference was one of the standout speeches of recent years (against some very strong competition). Rahul is the CEO of the email productivity…
Customer Thermometer The Ultimate Question Fred Reichheld
, , , , , , , , , , , , , ,

The Ultimate Question 2.0: NPS Book Review

Fred Reichheld published The Ultimate Question in 2006, at a time when thought-leaders started investigating the impact of customer service on a company's success and profitability. Telephone complaints lines and long-form surveys had been the…
how to sustain customer loyalty customer feedback solution satisfaction
, ,

How to Sustain Customer Loyalty

You've worked hard to build a valuable, loyal customer base, and you don’t want to lose them - churn is never good. But sustaining loyalty and driving customer retention is not as easy as just providing good service. If you want to know how…
blue ocean shift book review
, , , , , , , , , , , , , ,

Blue Ocean Shift: Book Review

When Blue Ocean Strategy by W Chan Kim and Renee Mauborgne came out in 2004 it was a seismic book. The thrust of Blue Ocean Strategy (BOS) is that companies must create and drive up elements of remarkable customer experience to be different…
Punk CX book review Adrian Swinscoe CT
, , , , , , , , , , , , , ,

Punk CX: Book Review

Adrian Swinscoe writes on customer experience and customer service for publications like Forbes and the BBC. Punk CX is his second book covering the topic of CX. We've all read books where the author has hit upon a good business idea and…
Customer Service and Satisfaction Statistics
, , , , , , ,

Customer Service Stats for 2020

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…
customer success enablement customer thermometer
,

What is Customer Success Enablement?

We know that focusing on customer success drives retention and high customer lifetime value (CLV). But what do customer success managers and teams need in order to achieve these goals? Sales teams, in many organisations, are often supported…
track and measure customer success feedback solution survey 1-click
, ,

How to Track and Measure Customer Success

We have previously talked about how Customer Success Drives Customer Retention. Customer success has been defined as the business methodology of ensuring that customers achieve their desired outcomes when using your products or services and…
service recovery paradox customer thermometer blog

The service recovery paradox

We all experience problems with suppliers. Things go wrong - that's just life. As a business, you have to learn to accept that. Of course, it’s how you deal with those problems which sets one business apart from another. Admitting fault,…