digital channel customer success
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How to do digital customer success and delight

Now’s the time to switch your physical customer touchpoints to virtual. If you haven’t already adapted your customer engagement for the long-term effects of Covid then do not despair. There are plenty of reasons to ‘virtualize’ physical…
post covid consumer behavior stats
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10 Customer Behavior Stats Showing the Impact of Covid

Six months after the first worldwide Covid-19 lockdowns, we're taking stock of what it all means for buyer behavior. We’ve collated 10 insightful facts from large-scale consumer studies conducted by some of the biggest research groups in…
The Grid Matt Watkinson book review
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The Grid by Matt Watkinson: Book Review

This month we're reviewing The Grid: The Master Model Behind Business Success by Matt Watkinson. We are big Matt Watkinson fans here at Customer Thermometer. We often give away Matt's excellent first book, The Ten Principles Behind Great…
Survey Response Drivers launch
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Response Drivers Are Go!

We all know feedback is really useful. But we also want to know what is driving it? You asked for it. We listened and worked really hard. So we are very proud today to introduce our sparkling new Drivers feature! 🏎️ You can now offer…
Employee engagement experience survey handbook
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How to do employee engagement in 2021

Few predicted ‘the Covid effect’ would last beyond a few weeks. Teams have been scattered into remote corners, disrupting the employee engagement that’s physically possible. Workplaces may not resemble their 2019 selves for years, or…
customer success books for the new next
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4 Customer Success Books to Read Now: Thriving After the Pandemic

There are 4 big areas you need to focus on to create real customer success, retain customers and recenter your company and team for the future. Those areas are Recover, Rebuild, Rethink and Reimagine. (we wrote a post detailed post on these…
customer success service quotes and books
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5 Customer Service Quotes for the New Next

The shelves at Customer Thermometer HQ are always stuffed with the best customer service books and we love learning new things from big thinkers, industry commentators and – naturally – customers too. Sometimes the wisdom comes not from…