Staff Employee Retention

Think that poor employee retention is only causing you internal hassles like re-recruitment costs and staff disruption? Think again. Research by Harvard Business School has demonstrated a clear link between staff retention and profit. Called the “Service-Profit” chain, the link was discovered a few decades ago and is even more relevant today.

In this section, we provide insight into the links between staff retention, customer service, customer satisfaction and profit. We show you how to use regular staff feedback to improve you staff retention and ultimately turbo-boost both your employees’ and your customers’ experiences.

Subscribed book review
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Subscribed: Book Review

I've rarely been more fired up to write a book review for our blog than the moment I finished Subscribed: Why the Subscription Model Will Be Your Company's Future - and What to Do About It by Tien Tzuo, Founder and CEO of Zuora. For several…
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…
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…
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…
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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…
Getting the Best Survey Mix for ISO 9001 / ISO 10002 Customer Satisfaction
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Getting the Best Survey Mix for ISO 9001 / ISO 10002 Customer Satisfaction

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…
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30 Customer Survey Response Rate Facts

We are in the midst of rapid and radical technological and social change. These changes are having an enormous impact on the ways in which customer surveys are conducted, response rates achieved and customer expectations. Here’s our latest…
vanarama customer service case study
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How Vanarama responds to customer feedback in real time

Vanarama is the UK’s largest van leasing broker, with nearly 250 staff selling 1,200+ vehicles per month. It is one of the Sunday Times Best Small Companies to Work For and is a National Business Award winner for Best Small to Medium-Sized…
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10 Employee Survey Questions for 2019

Your employees are the most important part of your business; without them, everything would likely grind to a halt. While we may be well versed in asking customers and clients for their feedback on the company, how often do you ask your employees…
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Customer Thermometer's Slack integration is here!

We are thrilled to announce our wonderful Slack integration today. Connecting Customer Thermometer and Slack couldn't be easier. It's simply a matter of clicking the button to connect the two, and then choosing which thermometers you'd…