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.

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…

5 articles that will change the way you think about customer experience strategy

1. How to create an entirely different(iated) customer experience AT Kearney's customer experience strategy post discusses how putting customer metrics first can drive greater market returns than competitors. It highlights a single metric…
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…
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Your customer service team holds the key to your future profitability

Think even 5 years back, and your customers only ever really interacted with your sales team. The Internet and the way we buy things, has changed all that. The ‘subscription culture’ is the future. We have started to subscribe to things,…

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…
customer journey satisfaction graph
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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…
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…
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',…
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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…