
On-Brand Customer Feedback Survey Icon Ideas Your Customers Will Love
Businesses strive to deliver a great customer experience that’s unique to their brand. That means bringing the brand into every customer touchpoint – including when collecting customer feedback. Even here, there are cool things you can do…

How to Get a Better NPS Score
Ever wondered about Net Promoter Scores? Or more to the point, wanted to know what a good NPS score is and how to get one? Read on for our comprehensive guide.
What is a Net Promoter Score (NPS) Score?
Net Promoter Score (NPS®) was first…

How To Get Customer Feedback From The Emails You Are Already Sending
“The reports of email’s demise have been greatly exaggerated,” Mark Twain might have said.
Email is the big daddy of business communications. More and more are sent every year despite repeated predictions to the contrary. Whatever gets…

How to respond to negative feedback
You can’t please all the people all the time. Negative feedback is a fact of life, even for businesses that provide great CX. Sadly, it can take its toll on customer-facing staff and even drain your resources disproportionately.
Take social…

ParentPay Passes CSAT Exam With Flying Colors
Schools have undergone a cashless revolution since ParentPay launched its innovative payment solution in 2002. As a result of removing cash, schools have saved millions of hours of time accounting for meals, trips, uniforms and other school…

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…

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…