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.

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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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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…

Customer experience ideas in 2 mins: the welcome book

Customer Experience Ideas Welcome to the first in Customer Thermometer's "2 minute CEM" - ideas you can quickly implement to improve the experience of your customers. For our first idea, we've taken inspiration from one of the gurus of customer…
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The critical question: how are we doing for you?

How is our survey creator doing for you? One of Customer Thermometer's customers is a big PR agency. I wanted to share with you the way that they are monitoring their most important customer accounts, and how they've built the process of regularly…
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Why David Meerman Scott's new book is essential reading

Santa was very good to me this year – at the top of my stocking was a copy of David Meerman Scott's Real-Time Marketing & PR. I read it with an increasing sense of excitement. David makes some extremely timely points for not only the…
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5 ways you could lose your biggest client without knowing it

A short survey can save you a lot of trouble Big clients, especially in the B2B world, can be a blessing and a curse. Whilst they bring in chunky revenue and provide a real focus for product or service development they can also be the cause…

Tom Peters on customers

Yesterday I downloaded a PDF by the wizard who is Tom Peters. It takes the form of short, punchy dictats and I love it because it's very fresh, very actionable and provides the kick up the proverbial that we all need from time to time to get…

Sir Terry Leahy spends every Friday on the shop floor, do you?

One to One conversations with your customers can be your most powerful survey tool Tesco is the world's 3rd largest retailer behind Walmart and Carrefour. It has almost 2,500 stores worldwide. Its Chief Exec Terry Leahy, widely credited with…

17 must reads: build a business with fantastic service ethos

Here are 17 posts from the last year which I consider to be at the forefront of thinking on how you can build a business with a fantastic customer service ethos. Not all of them are specifically about customer service but I think they point…