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.

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Why Customer Experience is Important for B2B

Business to consumer (B2C) enterprises have been embracing and leveraging the benefits provided by ever-changing, personalized customer experiences for many years. It’s therefore not surprising that business to business (B2B) vendors are also…
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Emoji Use in Business: a Research Report

Emoji, emoticons, icons and star and smiley ratings are all around us but how much do we really know about attitudes to their use in business? We wanted to find out! So we commissioned independent research; asking 1000 US citizens how and when…
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10 Customer Experience Conferences for 2020

It's often hard to find it worth the time, money and effort required to attend a conference, let alone to choose which one is best for you. We're always in touch with those in our industries online and we can collaborate without leaving our…
Customer Experience Management - What You Need to Know
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Customer Experience Management - What You Need to Know

We all know that happy customers are good for business. Delighted customers will spend more money and potentially become brand advocates, talking about your business positively, whereas unhappy customers are likely to do the very opposite! Customer…
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Customer Experience Strategies to Boost Loyalty

The average cost for a business to acquire a customer is roughly 5-25 times the cost for retaining a customer, so it's safe to say that it's worth investing in customer loyalty. But how *do* you maintain loyalty in your customer base? You…

Is your long survey skewing your customer satisfaction results?

Some CSAT surveys are doing better than others. Maybe you have highly engaged customers, or a cool incentive that drives your CSAT survey. Maybe yours is shorter and punchier than most; only 4 or 5 questions rather than 14 or 15. Maybe you’re…
Average Survey Response Rates - What You Need to Know
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Average Survey Response Rate - What You Need to Know

When creating and distributing a new survey, people often want to know what response rate they are likely to receive. And unfortunately, because response rates are influenced by a multitude of factors, it’s never easy to forecast. But,…
3 takeaways from Forrester’s Customer Experience CX NYC event
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3 takeaways from Forrester's CX NYC event

Customer Thermometer sponsored Forrester's excellent CX NYC 2019 event a few weeks ago. We were lucky enough to attend many of the sessions, and have pulled together what Forrester highlighted as the biggest Customer Experience transformation…
How to Retain Key Accounts by Ensuring Client Satisfaction
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How to Retain Key Accounts by Ensuring Client Satisfaction

It is well known that it can cost up to five times more to gain a new customer than it does to retain an existing one. These days, smart, forward-thinking enterprises are paying far more attention to customer retention than ever before. They’re…
The Power of Moments Book Review
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The Power of Moments: Book Review

This month, I've been reading Chip and Dan Heath's really excellent book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact. This is a thought-provoking book, packed with case studies and stories but also fielding a…
How Successful Startups use Customer Success
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How Successful Startups use Customer Success

For many companies, especially those providing SaaS, most of the revenue derived from customer relationships is produced post-sale. It therefore makes sense to focus on both retaining customers for as long as possible and developing these…
Why Your Business Needs Customer Success
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Why Your Business Needs Customer Success

Many of today’s businesses are focused upon customer experience (CX), but only around 22% say that their efforts are exceeding customers’ expectations. Customer experience encompasses everything from the first time someone hears about…