Customer Service

Customer service used to be just a single department in most organizations. Those days are long gone, and now good customer service and customer centricity are the mantras of many of the world’s largest businesses. With competition for customers fiercer than ever, this makes a lot of sense.

It’s often said that leading companies focus their energies on the problems that buyers are willing to spend money to solve, rather than on selling more or worrying about the competition. In this section, we provide a wealth of articles that focus on exactly that. Here you’ll find features on delivering great service for your customers, book reviews on some of the newest texts and lists of awesome resources you can use to turbo-charge your customer centric approach.

12 Great Customer Success Conferences for 2019
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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
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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
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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
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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…
Subscribed book review
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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
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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…
3 customer support teams you should know about
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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…
Customer Service and Satisfaction Statistics for 2019
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Customer Service and Satisfaction Statistics for 2019

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…
Measurable Customer Service Goals with Examples
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Measurable Customer Service Goals with Examples

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…
Doughnut Economics: Book Review
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Doughnut Economics: Book Review

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…
quirks-event-review
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Top takeaways and quotes from Quirk's Event London

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,…
6 Customer Expectations Management Tips
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6 Customer Expectations Management Tips

Customer expectations management can be very challenging indeed. Your clients and customers will all have their own expectations of your business or organisation and these can be enormously varied. What’s more, their expectations will change…