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.

cool email signatures examples
, , , , ,

20 examples of cool email signatures

20 ideas and examples of cool email signatures. It's time to turn your everyday emails into a powerful marketing tool ... Think for a minute about the number of emails your organization sends out each day.Every employee emails customers,…
csat stat 68
, , , , , ,

CSAT Stat of the Month: An Unhappy Customer Tells...

"A happy customer tells 3 people; an unhappy customer tells 10 people"   What's the background? There are many variations of this CSAT stat which crop up on a regular basis. You will almost certainly have seen versions of the statistic…
customer service alert system
, , , , , , ,

Building a Customer Service Alert System that works

Let's set the scene Just like a smoke alarm can help you act when there’s fire, a customer service alert system can help you act quickly on customer issues. It's a method of alerting the right person in real time when a customer sends a…
Only the Paranoid Survive Book Review
, , , ,

Only the Paranoid Survive: Book Review

Only the Paranoid Survive: How to Exploit the Challenges That Challenge Every Company is a book originally recommended to me by Ben Horowitz. It's written by Andrew Grove, who led Intel's astonishing growth and was seen by many as a founding…
Simple survey
, , , , , , , ,

Embrace simplicity -
The need for simple feedback tools

Technology is becoming more and more complex. Tools have unlimited configurations, bloated feature sets and complicated deployment requirements. Nowhere is this more true than in the realm of customer feedback. Customer surveys have become lengthy…
csat stat 68
, , , , , , ,

CSAT Stat of the Month

"68% of customers leave as a result of perceived indifference" What's the background? This CSAT stat is quoted frequently, but where does it originate from?In 2008, John Gattorna, a visiting professor at Macquarie Graduate School of…

A complaint is a gift

Jannelle Barlow and Claus Moller, the two authors of "A Complaint is a Gift" were ahead of their time.They wrote this forward thinking book around customer loyalty back in 2008 - as the concept of customer loyalty and customer feedback as…
getting more out of surveys
, , , , , , ,

Our secrets to getting more out of surveys

When was the last time you filled out a survey from a business? Most people will have been asked for their opinion multiple times this week, if not today!Customer surveys are part of life now - and you need to make sure your business is…
handling customer feedback
, , ,

After the survey: Our 5 step repeatable process for handling customer feedback

Once a customer gives you feedback in you satisfaction survey, what should happen next? Sometimes, as a customer, it feels like we’re just shouting into a black hole with no chance of ever seeing a response. It’s incredibly disheartening…
, , , , , ,

BrightGauge and Customer Thermometer launch integration

We're delighted to announce our newest integration today, with leading BI dashboard BrightGauge.BrightGauge's dashboard application allows users to bring together data from multiple critical systems into one place, giving you a single place…
customer experience thinking blog header
, ,

Customer experience thinking:
The Thinkers 50 list

The Thinkers 50 list is produced every 2 years and has been described by the FT as the "Oscars of Management Thinking". The list features thinkers who are deemed to have had a tangible impact on the business world. The 50 "Thinkers" cover…
Walt Disney Biography Neal Gabler
, , , ,

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…