
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 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…

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…

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…

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…

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…

Creating an ISO 9001 customer satisfaction survey
Searching for an ISO 9001 customer satisfaction survey with a high response rate?
If your business is aiming to qualify for ISO 9001, you will need to be able to understand and demonstrate that you've sourced feedback from your customers…

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…

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 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…

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…

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…