
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: 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…

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
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 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…

Feedback Frenzy
One of the most interesting conversations we've heard regarding the feedback economy came from The Bottom Line radio show and podcast on BBC Radio 4. The proliferation of review sites like TripAdvisor and TrustPilot (often called the 'Feedback…

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…

Emoji Use in Business: a Research Report
Emoji, emoticons, icons and star and smiley ratings are all around us but how much do we really know about attitudes to their use in business?
We wanted to find out! So we commissioned independent research; asking 1000 US citizens how and when…

Customer Experience Strategies to Boost Loyalty
The average cost for a business to acquire a customer is roughly 5-25 times the cost for retaining a customer, so it's safe to say that it's worth investing in customer loyalty. But how *do* you maintain loyalty in your customer base?
You…

Average Survey Response Rate – What You Need to Know
When creating and distributing a new survey, people often want to know what response rate they are likely to receive. And unfortunately, because response rates are influenced by a multitude of factors, it’s never easy to forecast.
But,…

3 takeaways from Forrester’s CX NYC event
Customer Thermometer sponsored Forrester's excellent CX NYC 2019 event a few weeks ago. We were lucky enough to attend many of the sessions, and have pulled together what Forrester highlighted as the biggest Customer Experience transformation…

The Power of Moments: Book Review
This month, I've been reading Chip and Dan Heath's really excellent book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact.
This is a thought-provoking book, packed with case studies and stories but also fielding a…