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.

50 Secrets from the Science of Persuasion Book Review
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Yes! 50 Secrets from the Science of Persuasion: Book Review

Each fortnight I read something interesting from either the Amazon business books list, something I happen across in the bookstore. This week I've been reading Yes! 50 Secrets from the Science of Persuasion by Goldstein, Martin and Cialdini. Now,…
Our customer support handbook revealed

How to give customer support service that feels like magic

Having an outstanding customer support service has always been central to what we do at Customer Thermometer. We're keenly aware that our software helps people deliver excellent and thoughtful support. And so the onus is on us to deliver…
70 customer service quotes from experts

70 Customer Service Quotes From Experts

Looking for great customer service quotes and customer support quotes for your next presentation or team meeting? Here are 70 of the best from the world's top thinkers, writers and leaders. So good, some of these adorn our office walls... Customer…
cocktail party customer service

How to create an award winning customer service ethos

Last year I wrote a review of Paradisus Playa del Carmen La Esmeralda, an exceptional all inclusive resort in Mexico. As a family we fight against going back to the same place, however unfortunately (!) we lost the battle and went back for a…
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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…
ll-bean-customer-service

Make a customer, not a sale

customer satisfaction will bring you more revenue in the long-run I stumbled across this quote from LL Bean earlier today, "Above all, we wish to avoid having a dissatisfied customer. We consider our customers a part of our organization, and…
BT case study
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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…
Measure customer journey
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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…
Customer Success Sign
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How to keep your customers once the recession ends

In 2009, John Quelch of Harvard Business School wrote a watershed article for the Harvard Business Review, describing how customer behaviour changes dramatically in a recession. He explained how there are 4 different kinds of buyers - 'slam-on-the-brakes',…
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…
customer experience case study
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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
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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,…