Customer Surveys

Book Reviews, Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Success, Customer Support, Customer Surveys, Feedback Surveys, News & Press, Retention Rate

The Membership Economy: Book Review

This month we sat down with a copy of "The Membership Economy: Find Your Superusers, Master the Forever Transaction, and Build Recurring Revenue by Robbie Kellman Baxter." In the book, Robbie Kellman Baxter (or RKB as we will call her for…

How to calculate the ROI of customer experience CX

Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Success, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, Retention Rate

How To Measure The ROI of Customer Experience CX

Truth be told, measuring the ROI of customer experience (CX) is not straightforward. A common mistake is conflating an uptick in CX metrics with top-line results in the business. Apparently, companies who are great at CX and customer-centricity…

Customer Case Studies, Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Success, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, Retention Rate, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

New McKinsey research reveals major failings in traditional customer survey programs

We always knew that CX leaders and the brands they represent are poorly served by typical customer surveys. Why? Because of what CX pros tell us about low response rates associated with traditional surveys. And because of all the knock-on…

back to work post covid survey templates

Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Success, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, Retention Rate, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

Your Back To Office Post-Covid Employee Feedback Kit

It’s been a long time coming. But now is the time to start planning to welcome employees back to the office, and back to brand new working arrangements. It won’t be straightforward. Acclimatising to 100% working from home had plenty…

customer journey mapping templates guide

Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Success, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, Retention Rate, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

6 great customer journey mapping templates

Customer journey mapping is really important to ensure you fully understand your opportunities for garnering and applying customer feedback. You can find your way through this challenge in our Journey Mapping Guide. A critical step in putting…

Customer Case Studies, Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Success, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, News & Press, Retention Rate, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

What’s new in 2021 so far? A rundown of the latest Customer Thermometer updates and features

It’s been a tough period for so many people, but we’re excited and optimistic about what the rest of 2021 has in store. We’re as determined as ever to support our customers with loads of useful new features and integration capabilities. We’ve…

Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Success, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, Retention Rate, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

How to create a customer journey map

Extracting maximum value from customer feedback requires structure rather than a scattergun approach. Welcome to the world of customer journey mapping, for which we’ve created a cartographic-inspired guide to help you navigate. You can…

Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Success, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, News & Press, Retention Rate, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

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…

Book Reviews, Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Success, Customer Support, Customer Surveys, Feedback Surveys, Retention Rate, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

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…

Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Success, Customer Support, Customer Surveys, News & Press, Retention Rate, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

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…

customer thermometer better nps score net promoter score

Customer Feedback, Customer Satisfaction, Customer Surveys, Retention Rate

How to Get a Better NPS Score

Net Promoter Score (NPS®), first developed by Fred Reichheld and Bain & Company in 2003, is a well-established measurement of a business' reputation with its customers. It acts as a league table for competing companies to benchmark their…

Customer Experience, Customer Feedback, Customer Retention, Customer Satisfaction, Customer Service, Customer Success, Customer Support, Customer Surveys, Feedback Surveys, How To Survey Guides, News & Press, Retention Rate, Staff Employee Engagement, Staff Employee Retention, Staff Employee Satisfaction, Staff Employee Surveys

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…

The Membership Economy: Book Review

How To Measure The ROI of Customer Experience CX

New McKinsey research reveals major failings in traditional customer survey programs

Your Back To Office Post-Covid Employee Feedback Kit

6 great customer journey mapping templates

What’s new in 2021 so far? A rundown of the latest Customer Thermometer updates and features

How to create a customer journey map

Move the Needle on CSAT and NPS® with Closed Loop

Retention Point by Robert Skrob: Book Review

A Meta Analysis of 2021 Mega Trends

How to Get a Better NPS Score

How To Keep Close To Customers: Customer Experience 2021

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