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.

Business books reading list
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Lindsay's summer reading list

As many of us start to ponder reading material for our summer vacation, I thought I would share with you five of the books I have been reading, or rereading, recently. If you're searching for a beachside blockbuster, you'll probably want…
investing in customers
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5 ways to treat your customers as investments

Investing In Customers The people who put their hands in their pockets to pay you are your only source of revenue. So it pays to think of them as investments that you can plan, make and then nurture over the long term. Thinking this way…
customer service quotes images

10 customer service quotes and images for your presentation

Got a big presentation looming? We've created 10 handy, deck-ready customer service quotes and images for you to use. Just drag and drop! Our customer service quotes and images have been drawn from very diverse people, from different industries,…
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…
customer-support-lunctime-reading

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…
customer-service-increases-profits
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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,…
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…