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.

The begining of Customer Thermometer

What's the big idea?

Digging through some files a few days ago, I uncovered one of our original documents, created back in June 2010, before we'd even started to build Customer Thermometer ______________What’s the big idea? Customers with valuable opinions…
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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',…
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6 customer satisfaction survey predictions for 2014

We are in a privileged position here at Customer Thermometer to be able to see the broad trends and technologies our customers, and their survey respondents, use to respond to our surveys. As with most online applications, during 2013, we have…
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…
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Don't survey... solve!

I chanced upon a fascinating statement on a blog today. In it, the writer talks about his experience of raising tickets with a an IT support company.He says that despite being sent myriad surveys to gain a sense of his general customer satisfaction,…
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…