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.

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…
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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…
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Top tips for beautiful landing pages

Customer Thermometer captures feedback from buttons you can embed in emails you send from almost any system. But they are not the only clever part of the app! Once your customer has clicked to give feedback they are taken to a landing page…
customer feedback examples
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41 customer feedback examples

Most organizations would do anything for that extra ounce of customer feedback. The added insights that sharpen competitive advantage and ensure they remain as relevant as possible in a changing world. The good news is that there are many ways…
customer feedback response best practice
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6 Hallmarks of Ace Customer Feedback Response

In the heat of battle, customer service professionals want the best tools for the job. But even the best tool needs to be applied in exactly the right way for any given situation. It may look and feel instinctive in the hands of the experts,…
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Customer survey challenge

Take the Customer Survey Challenge Benchmark your current approach against CSAT survey best practice To improve your customer surveys, remove biases and get bigger response rates, you need to understand where you’re currently at. This…