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.

Lands End CSAT
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Retailer Lands' End shares its success using Customer Thermometer

“We have been completely blown away by the results of using Customer Thermometer. In the first 3 months, we had x6 times the number of responses we hoped for. Not only that, the customer satisfaction level is awesome – a real validation…
5 Excellent Customer Success Podcasts
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5 Excellent Customer Success Podcasts

We're continuing our series on Customer Success; today focusing on podcasts. They're a format which fits neatly into our busy lives, and the sheer breadth and wealth of content that’s now available in podcast format covers some excellent business…
3 customer support teams you should know about
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3 customer support teams of the future

The truly great sports teams don’t just get great results. They each have their own unique character that inspires loyal fans. They set standards for the next generation to beat. And what about the acclaimed teams from TV and film like…
Customer Service and Satisfaction Statistics
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Customer Service Stats for 2019

Here we’ve collated over 100 customer service statistics, customer satisfaction statistics and quotes from various brands, industry leaders and researchers which reflect the fast-changing landscape. Customer experience and delivering high…
Measurable Customer Service Goals with Examples
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Measurable Customer Service Goals with Examples

Nobody would argue that customer service and support isn’t vitally important. Customers will not repeatedly purchase products or services from a business that has failed them in some way. Customer loyalty, these days, is greatly influenced…
Doughnut Economics: Book Review
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Doughnut Economics: Book Review

Kate Raworth is an Oxford University-based economist who specializes in writing about the specific challenges the 21st century brings with it. Her recent book, Doughnut Economics gives an insight into many of the modes of thinking the upcoming…
quirks-event-review
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Top takeaways and quotes from Quirk's Event London

Earlier this week I went to The Quirk's Event in London. The Quirk's Events are market research and customer insight focused. They are held all over the world and the London lineup featured speakers from Salesforce, Microsoft, Molson Coors,…
The Cyber Effect review
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The Cyber Effect: Book Review

Mary Aiken works in the fascinating field of Cyberpsychology. Her career spans roles at the prestigious University College Dublin, the Cyberpsychology Research Network and Europol's Cybercrime Center. She has also trained at the White House,…
5 customer-centric habits of the most successful companies
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5 customer-centric habits of the most successful companies

Highly successful businesses have a great reputation for treating customers well. In other words, delivering a great customer experience (CX). In each business, the customer profiles are different, as are customer journeys and expectations…
Excellent Customer Service Phrases Every Team Member Should Use
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Excellent Customer Service Phrases Every Team Member Should Use

The words we choose to use, when speaking, have an enormous influence on a listener’s experience of the interaction. This is starkly apparent in customer service where negative words and sentiments can potentially disturb a customer and…
Essential Customer Service Skills for Your Employees
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Essential Customer Service Skills for Your Employees

Great customer service is vital to all businesses. It’s therefore essential that people employed in customer service roles have the necessary skills. Customer service involves everybody in your organisation who has contact with your customers,…
Getting the Best Survey Mix for ISO 9001 / ISO 10002 Customer Satisfaction
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The Best Survey Mix: ISO 9001 / ISO 10002

The latest international best practice on customer satisfaction from the ISO standards body builds upon work started more than 30 years ago. A lot has changed in that time, though many principles remain the same: happy customers are worth…