Retention Rate

Retention rate is hot topic amongst our customers and readers. Losing customers, especially in big numbers, is extremely unsettling and expensive. It becomes a destructive cycle; customers leave, more effort is expended getting new ones, so the company’s eyes are taken off the existing customers. Service quality declines as a result, and so even more customers leave.

We spend a lot of our time researching and discussing the very best ways to solicit feedback from customers to ensure that our client’s retention rates stay as high as possible. After all, if you don’t ask your customers how they are feeling, you’ll only ever hear from a tiny fraction of them. A fact that’s probably giving you a very false view of how you’re doing. In this section, you’ll find research, statistics, suggestions and tools to help you ensure your retention rate stays as high as possible.

customer success service quotes and books
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5 Customer Service Quotes for the New Next

The shelves at Customer Thermometer HQ are always stuffed with the best customer service books and we love learning new things from big thinkers, industry commentators and – naturally – customers too. Sometimes the wisdom comes not from…
customer retention software technology toolbelt
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How to Upgrade Your Technology Toolbelt to Retain Customers

Retaining customers amid all that Covid throws at you is a tough ask. Fans of the longrunning ‘Lost’ TV series will see the similarities with crash-landing on a remote island. First you focus on surviving, but sooner or later you need…
MSP customer success playbook
home working cybersecurity tips
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5 Homeworking Cybersecurity Tips for CS and CX Teams

Enjoying the many virtues of living and working in a digital age means keeping your wits about you; avoiding a panoply of cyber threats from malware and spam to extortion and theft. And so it is with the situation that many customer service…
CX pandemic megatrends stats customer behavior
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CX Megatrends: What's Driving The New Next

The pandemic has accelerated trends that were already bubbling away under the surface. We reviewed the pandemic reports of some of the world's leading consultancies, agencies and analysts to dig out the statistics and quotes that show how…
The Art of Statistics David Spiegelhalter book review
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The Art of Statistics: Book Review

I first became aware of Sir David Spiegelhalter after seeing him being interviewed on the BBC about the statistics behind the pandemic. His clarity around the numbers and the compelling way he spoke about the data resonated with me and I…
Tootris customer satisfaction
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How TOOTRiS Uses Customer Feedback as a Springboard Into Deeper Customer Engagement

Everybody loses when parents can’t get access to good childcare for their kids. Young children miss out on crucial early years education while parents – women especially – are compelled to withdraw from the workforce; diminishing their…
CSAT dashboard customized
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Reporting Ribbon launch 🎀

We've never been quite as excited about a release as we are today! We're thrilled to release into the wild our brand new 🎀 Ribbon 🎀 reporting feature. You can now make your own completely customized dashboard ribbon of mini reports…
7 ways to engage with the new normal customer
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7 ways to engage with the 'new normal' customer

It wasn’t so long ago when you had never before uttered the words “social distancing” and polite opinion considered the wearing of face masks in public somewhat eccentric. You don’t need me to tell you how much the world has changed. What’s…
whats new customer thermometer 2020 Q1
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What's New So Far in 2020? Customer Thermometer Updates and Features

Now, more than ever, our customers are relying on us to provide insight into how customers and staff are feeling from a distance. So, we decided to give the lockdown pizza and Netflix a swerve, and instead we've been working incredibly hard…
Back to work Covid surveys feedback templates
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Back to work COVID-19 surveys and feedback: 6 templates

As many countries start to ease their initial lockdowns in the face of the Coronavirus/Covid-19 pandemic, companies and employees face the thorny challenge of how to go back to work safely. The Financial Times wrote earlier this week that…
CMD covid pulse feedback survey case study