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.

competing against luck book review customer thermometer
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Competing Against Luck: Book Review

I'm writing this book review from lockdown during the COVID-19 crisis. While so much is changing, it's important to remember that in every disaster there is both risk and opportunity. One thing that's definitely true right now is that customer…
mood booster customer thermometer team
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Put a spring in your step - the CT way

Sorry for the bad spring pun, but there's no better time to help each other to feel a little more inspired, motivated, cheered, relaxed... you name it, we're here to help. With the news changing all the time and modern technology sometimes giving…
nps vs csat video adrian swinscoe punk cx
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Measuring NPS vs CSAT: A video with Adrian Swinscoe

Our Founder, Lindsay Willott, met with CX consultant and author of Punk CX, Adrian Swinscoe, to help us understand a little more about how to get the best from using Net Promoter Score surveys to measure customer satisfaction. Often, people…
How to get home working feedback from employees customer thermometer feedback
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How to get home working feedback from employees

However severe you think the Coronavirus outbreak will ultimately become, the reality is that many companies have already either encouraged, advised or mandated their employees to work from home. Reports out this week confirmed that Box,…
100 practical ways to improve customer experience CX review book
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100 Practical Ways to Improve Customer Experience: Book Review

Usually Customer Experience business books come out of the experience of a single person, and often also a single company, which has had a reputation for generating good CX results. This month, we've been reading a book on Customer Experience…
Fanocracy Book Review
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Fanocracy: Turning Fans into Customers: Book Review

David Meerman Scott's New Rules of Marketing and PR is one of the books I often associate with the start up phase of Customer Thermometer. Meerman Scott's insights into content marketing and the concept of generating great content to bring…
Customer Thermometer The Ultimate Question Fred Reichheld
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The Ultimate Question 2.0: NPS Book Review

Fred Reichheld published The Ultimate Question in 2006, at a time when thought-leaders started investigating the impact of customer service on a company's success and profitability. Telephone complaints lines and long-form surveys had been the…
blue ocean shift book review
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Blue Ocean Shift: Book Review

When Blue Ocean Strategy by W Chan Kim and Renee Mauborgne came out in 2004 it was a seismic book. The thrust of Blue Ocean Strategy (BOS) is that companies must create and drive up elements of remarkable customer experience to be different…
Punk CX book review Adrian Swinscoe CT
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Punk CX: Book Review

Adrian Swinscoe writes on customer experience and customer service for publications like Forbes and the BBC. Punk CX is his second book covering the topic of CX. We've all read books where the author has hit upon a good business idea and…
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How to Assess Employee Engagement Using Simple Surveys

It's natural to focus on how our customers regard us and our business, but how much attention are we paying to how our employees feel? Employee engagement can be easily overlooked with the numerous priorities facing us, but we really should…
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Quirkology: Book Review

So, this month we've taken a wander through Richard Wiseman's book Quirkology: The Curious Science of Everyday Lives. Richard Wiseman is a truly interesting scientist and psychologist. He explains complex points on human interaction in an…
Rebel Ideas Matthew Syed Review
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Rebel Ideas: Book Review

I loved Matthew Syed's book Black Box Thinking, (which we reviewed here) so I was excited to get stuck into his new offering, Rebel Ideas: The Power of Diverse Thinking. Syed was recently appointed to a very diverse board of thinkers advising…