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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Customer experience ideas in 2 minutes: Fastpass (Disney)

Want some customer experience ideas? Fastpass was introduced at Disney parks in 1999 (though, according to Wikipedia, the idea of a ride reservation system was first introduced in world fairs), Fastpass allows guests to "reserve" a time to…

Customer experience ideas in 2 minutes: grocery airport stop (McCurlys Tours)

McCurlys Tours (a car rental company in the wonderful Caribbean island of Grand Cayman) picks you up at the airport and takes you to your vacation villa or resort where your rental car is waiting for you, with the option of a stop at the local…

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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Clients who recommend Customer Thermometer

To say we're only a few months old we're getting some great press in 2011. So great in fact that we thought we'd draw your attention to our new press area which proudly showcases our press and blog coverage from industry leading lights…
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What Generation Y wants from customer service

What Generation Y wants from customer service? We are delighted to post this fascinating interview with leading futurist and strategist Dr Graeme Codrington. In it, he discusses with our co-founder Mark, his views on what Generation Y wants…
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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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How to give great customer service

We understand how to offer great customer service The Secret Women's Business Network has been around for a number of years, helping readers with their small business ideas with advice and top tips.Imagine our delight when they asked us…
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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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Voice of the Customer programs need a better story

So says Andrew McInnes of Forrester in a blog post out today. He argues that Voice of the Customer (VoC) programs are delivering benefits for customers but having no financial impact. He quite right argues that this disjointedness can't continue…
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Exploiting the satisfied customer is crucial

Do you have a strategy for dealing with your satisfied customers? Whilst most companies have strategies and processes for handling complaints, very few focus on what to do with the customers who rave about them.Your happiest customers…
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5 ways you could lose your biggest client without knowing it

A short survey can save you a lot of troubleBig 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…
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Ask less, learn more

Why aren't your customers worth your time? After a recent stay at a hotel I came back from breakfast to find a 3 page survey on my bed about my stay.Why on earth should I fill it in?In such a busy world, fewer and fewer customers have…