Customer Satisfaction
Customer satisfaction encompasses a huge range of topics but the ultimate goal is that by keeping customers satisfied, organizations can keep costs down, per-purchase amount up, and keep staff happier for longer too. There’s a great line that goes along the lines of “customer complaints are the schoolbooks from which we learn”.
In this section we have detailed articles which will guide you in the multi-headed beast that is customer satisfaction. Here, we feature articles on why a sale is not something you pursue, it is something that happens to you while you are immersed in serving and satisfying your customer. Companies who listen hardest, win. These articles, tools and assets will help you do just that.
What is Customer Satisfaction?
Customer satisfaction is often abbreviated to CSat. It is a measure of how well services or products, provided by an organization, meet or exceed the expectations of customers. Customer satisfaction is often evaluated by determining the number of customers, or the proportion of customers, whose experiences exceed specified satisfaction targets.
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…
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…
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…
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…
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…
“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…
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…
Customer experience and delivering high levels of customer satisfaction is now the top priority for all forward-thinking businesses. Customers are no longer basing their loyalty on brands, products and prices. Their loyalty is far more dependent…
Nobody would argue that customer service and support isn’t vitally important. Customers will not repeatedly purchase products or services from a business that has failed them in some way. Customer loyalty, these days, is greatly influenced…
Kate Raworth is an Oxford University-based economist who specializes in writing about the specific challenges the 21st century brings with it.
Her recent book, Doughnut Economics gives an insight into many of the modes of thinking the upcoming…
Earlier this week I went to The Quirk's Event in London.
The Quirk's Events are market research and customer insight focused. They are held all over the world and the London lineup featured speakers from Salesforce, Microsoft, Molson Coors,…
Assessing customer experience and quantifying customer satisfaction can be achieved using various metrics, as we have previously highlighted. A particularly useful metric that tends to correlate closely with customer loyalty is Customer Effort…
