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.

Walt Disney Biography Neal Gabler
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Walt Disney The Biography. Book Review

Ever since I first visited Walt Disney World in Florida at age 9, I have been entranced by all things Disney. It's only very recently however, listening to a podcast where Walt Disney The Biography by Neal Gabler was recommended, that I started…
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5 common customer survey traps

At Customer Thermometer, we spend a lot of time researching the best ways to conduct customer surveys. But even if you follow all the great advice available, there are still plenty of pitfalls that might just catch you out. We've pulled together…
7 customer service ideas
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7 good customer service ideas that work

Everyone knows how important ‘good customer service’ is. It's an absolutely critical element of customer retention - something we all strive to improve. But how do you achieve it? Here are 7 good customer service ideas that you can get started…
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Turing, Thiel and customer satisfaction data

It's not often that $10 changes your world. But this weekend I spent $10 on a copy of "Zero to One" by Peter Thiel. Peter co-founded PayPal. Then after selling it to eBay in 2002, he founded Palantir (Palantir is a private software company…
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Things that turbo-boosted my 2015

Things that turbo-boosted my 2015 - thoughts from our CEO and founder, Lindsay Willott Well… wow. 2015 was an incredible year. Customer Thermometer has tripled in size. We’ve added hundreds of new customers, including two of the world’s…
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How to use Customer Thermometer to motivate staff

We speak to a lot of customers about how they're using the tool to measure and monitor their staff performance. Customer satisfaction and staff performance of course go hand in hand. At first glance, Customer Thermometer might appear to…
Client satisfaction thinking
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Effortless experience and what it means for your surveys

To build loyalty, companies need to stop thinking "exceed expectations" and start thinking "make it easy". This is the surprising central premise of a recent book called "The Effortless Experience" by Dixon, Toman and Delisi of CEB. Loyalty…
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Customer support surveys: why yours isn't working

If you run a customer support team, you’ll probably be seeking useful feedback from customer support surveys. No doubt, you'll recognize these issues: You need a meaningful measurement about how customers feel about your service, not…
The 5 things every great customer company knows

The 5 things every great customer company knows

1. Support is more important than sales What was once your back office is now firmly at the front. Your support team are the primary deliverers of customer experience. McKinsey says that 70% of buying decisions are based on how a customer…
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30 smartest customer service moves

Marketing brings in sales, but only great customer service can create customers. Customer service is now the major arbiter of reputation, so you need to make sure it's both top notch and innovative. To help you on your way, we've collated 30 of…
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Customer case study: Why BT Conferencing uses Customer Thermometer

BT Conferencing (part of the previously named British Telecom in the UK) counts nearly a quarter of the Fortune 100 amongst its customers. Some of their customers use up to 70 million minutes per month of conferencing time, so it's critical…
customer journey satisfaction graph
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How to measure customer journey satisfaction - without hassling your customers

"Measuring satisfaction on customer journeys is 30% more predictive of overall customer satisfaction than measuring happiness for an individual interaction" said McKinsey this week. This stands to reason. Customers are all interacting with…