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.

customer experience case study

A customer experience case study: Paradisus Playa del Carmen La Esmeralda, Mexico

Welcome to our ongoing series of real life case studies of customer service and customer experience. In this episode, one of Customer Thermometer’s co-founders describes his experience of a recent vacation and how the Paradisus Playa del…
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Social media ups the ante on customer satisfaction - guest post

It's important to know what is customer satisfaction in the digital age As Social Media continues to permeate our everyday lives, it becomes even more imperative for businesses to gauge customer satisfaction and consumer response. Now, when…
customer experience case study

2 min takeaways: personalised food (Element Bars)

Great Customer Service Example Element Bars allow you to personalise what goes in the energy bar you order from them, and even personalise the label. You order a dozen at a time and you can choose everything from the consistency to the fruit,…
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Customer Thermometer College launches today

We are pleased to announce the launch of Customer Thermometer's free online college today. The college features bite-sized video training on all aspects of using Customer Thermometer, from creating email surveys that generate great responses,…
customer experience case study

Liberal Democrats G2G chooses Customer Thermometer

The Liberal Democrats' Grassroutes to Government (G2G) executive has chosen Customer Thermometer to help give a regular snapshot of the party mood. The software will allow G2G network members to feed back about how they feel the party is doing…
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Take the pain away from your customers

  Everywhere we turn at the moment, we find people writing about onerous customer satisfaction surveys. You know - the 20 page or 10 question one, when actually all the company really wants to understand is how you felt about the service/widget/journey…
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NY Times says customers suffering from survey fatigue

We were delighted to see an article in this week's New York Times claiming that long customer surveys are causing an onslaught of 'survey fatigue". The piece claims that response rates to long surveys are plummeting as a result. Music to…
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Ask bland questions? You'll get pointless results.

I recently met with a large residential cleaning company. They had been running an online customer satisfaction survey every year for 3 years and wanted to find a new way of doing things. In the spirit of co-operation, they shared their…
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The future of customer surveys

Are you planning on running a customer survey in 2012? If the answer's yes, there are some highly pertinent questions you should be asking about the survey tool you are going to use. Most popular survey tools have a heritage in paper-based…
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2 min takeaways: next-day countdown (Kiddicare)

A great example of excellence in customer service Here's a great little idea for anyone serving customers online. Why not have an online countdown showing how long the customer has left in the day before the next-day delivery option expires? Kiddicare,…
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How to beat the big boys at marketing & customer service

How to beat the big boys at marketing & customer service In this episode of Customer Thermometer TV, renowned author, blogger & speaker David Meerman Scott explains why the worlds of marketing and customer service are colliding –…
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Why don't people complain?

Do you know why people complain so little? In Episode 3 of Customer Thermometer TV, Mark Copeman interviews Guy Winch Psychologist and author of "The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships, and Enhance…