Customer Support

Given what we do for a living here at Customer Thermometer, we’ve always known that our customer support needs to be top notch. Our customer service approach comes very much from the heart. We genuinely support our customers as we would like to be supported. No gimmicks or giveaways, but genuinely excellent service that solves problems and takes pain away.

The result is our Ministry of Magic – our name for our customer support department. Every customer email is written and then reviewed for that extra 10% of magic, help or advice to ensure that we knock it out of the park. Every customer request or suggestion is shared, investigated for what can be learned and genuinely appreciated. In this section of our blog, you’ll find amongst other great content, our own internal customer support handbook – Good Magician, Bad Magician – a really popular download.

Customer Thermometer The Ultimate Question Fred Reichheld
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The Ultimate Question 2.0: NPS Book Review

Fred Reichheld published The Ultimate Question in 2006, at a time when thought-leaders started investigating the impact of customer service on a company's success and profitability. Telephone complaints lines and long-form surveys had been the…
blue ocean shift book review
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Blue Ocean Shift: Book Review

When Blue Ocean Strategy by W Chan Kim and Renee Mauborgne came out in 2004 it was a seismic book. The thrust of Blue Ocean Strategy (BOS) is that companies must create and drive up elements of remarkable customer experience to be different…
Punk CX book review Adrian Swinscoe CT
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Punk CX: Book Review

Adrian Swinscoe writes on customer experience and customer service for publications like Forbes and the BBC. Punk CX is his second book covering the topic of CX. We've all read books where the author has hit upon a good business idea and…
Quirkology book review header
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Quirkology: Book Review

So, this month we've taken a wander through Richard Wiseman's book Quirkology: The Curious Science of Everyday Lives. Richard Wiseman is a truly interesting scientist and psychologist. He explains complex points on human interaction in an…
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How to Navigate the Feedback Economy

Why are ratings suddenly so important? In the UK alone, online reviews influence an estimated £23bn of transactions each year (source: FT). At the same time, Amazon has filed more than 1,000 law suits against reviews abuse (source: Fortune).…
Rebel Ideas Matthew Syed Review
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Rebel Ideas: Book Review

I loved Matthew Syed's book Black Box Thinking, (which we reviewed here) so I was excited to get stuck into his new offering, Rebel Ideas: The Power of Diverse Thinking. Syed was recently appointed to a very diverse board of thinkers advising…
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Emoji Use in Business: a Research Report

Emoji, emoticons, icons and star and smiley ratings are all around us but how much do we really know about attitudes to their use in business? We wanted to find out! So we commissioned independent research; asking 1000 US citizens how and when…
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10 Customer Experience Conferences for 2020

It's often hard to find it worth the time, money and effort required to attend a conference, let alone to choose which one is best for you. We're always in touch with those in our industries online and we can collaborate without leaving our…
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Customer Experience Strategies to Boost Loyalty

The average cost for a business to acquire a customer is roughly 5-25 times the cost for retaining a customer, so it's safe to say that it's worth investing in customer loyalty. But how *do* you maintain loyalty in your customer base? You…
Average Survey Response Rates - What You Need to Know
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Average Survey Response Rate - What You Need to Know

When creating and distributing a new survey, people often want to know what response rate they are likely to receive. And unfortunately, because response rates are influenced by a multitude of factors, it’s never easy to forecast. But,…
3 takeaways from Forrester’s Customer Experience CX NYC event
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3 takeaways from Forrester's CX NYC event

Customer Thermometer sponsored Forrester's excellent CX NYC 2019 event a few weeks ago. We were lucky enough to attend many of the sessions, and have pulled together what Forrester highlighted as the biggest Customer Experience transformation…
How to Retain Key Accounts by Ensuring Client Satisfaction
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How to Retain Key Accounts by Ensuring Client Satisfaction

It is well known that it can cost up to five times more to gain a new customer than it does to retain an existing one. These days, smart, forward-thinking enterprises are paying far more attention to customer retention than ever before. They’re…