Closed Loop
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Move the Needle on CSAT and NPS® with Closed Loop

We’re very excited to share that we’ve added a new Closed Loop feature to Customer Thermometer to expand the value of real-time feedback. It takes our concept of the 1-click survey to the next level, where you aren’t just measuring and…
Retention Point Krob Book Review
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Retention Point by Robert Skrob: Book Review

The era of the subscription economy was already in full swing before the events of the last 12 months put it into overdrive. Increased buyer preferences for as-a-service models (in B2C and B2B alike) and the enabling effect of widespread digital…
2021 mega trends customer service email
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A Meta Analysis of 2021 Mega Trends

Opinions of how the future will turn out can differ wildly, even among leading experts in their fields. And you won’t know who was right and who was wrong until long after the fact. There is no shortage of 2021 predictions to consult. We…
CX Customer Experience Program 2021
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How To Keep Close To Customers: Customer Experience 2021

2021 is going to be utterly unique. Sweeping changes in our habits has created a rush to do everything digitally... One of the most fascinating bits of research to cross our desks of late is the ‘Gartner Top Strategic Technology Trends…
CSAT NPS measures basket
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What should be in your basket of CSAT measures?

Customer success metrics and KPIs need to be reliable. They need to be telling your business useful truths. Customer intel you can act upon. Warnings you can heed. Triumphs you can substantiate. Cause and effect you can use to try to predict…
Inside the CX Masterclass
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Inside the Customer Experience Masterclass

Just the other day we held a virtual roundtable with CX rockstar Matt Watkinson. Matt is the best-selling author of The Grid and The 10 Principles Behind Great Customer Experiences. We called the event “The Leader’s Guide to Customer Experience”. Among…
Talking to Strangers Malcolm Gladwell Review
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Talking to Strangers by Malcolm Gladwell: Book Review

I had this book on the shelf for some time but was only inspired to pick it up when I felt the need to be connected with my fellow humans more than ever. Understanding, compassion and faith in each other seem so critical but yet so elusive when…
10 best business books 2020
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Our Best Business Books of 2020

What better way to look forward than with a pandemic-proof, anti-Covid anthology of the best books we’ve reviewed in 2020. Naturally, all 10 of these volumes are bursting with valuable insights to influence your next move in business and…
Tigerpaw Customer Thermometer integration
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Customer Thermometer now works with Tigerpaw PSA

IT and technology professional services providers that use Tigerpaw One now have a readymade integration with Customer Thermometer. With Customer Thermometer integration, Tigerpaw users can easily embed feedback buttons to their ticket notifications…
customer support tips and secrets
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6 Spells for Magicking a Great Support Team

We have won global awards for our service (one from Her Majesty the Queen, no less). But we still see customer service as our life's work, our ultimate goal. Our software is all about being fantastic at customer service, and we want to live…
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…