Posts

Seth Godin Surveys
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Seth Godin's survey tips

Seth Godin is known for being ahead of his time.Back in 2011, a post appeared on his site: Seth Godin's survey tips for getting the most out of customer surveys.It was short and sweet, as is always the case with Seth. What's really…
investing in customers
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5 ways to treat your customers as investments

Investing In Customers The people who put their hands in their pockets to pay you are your only source of revenue. So it pays to think of them as investments that you can plan, make and then nurture over the long term.Thinking this way…
customer-satisfaction-predictions
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6 customer satisfaction survey predictions for 2014

We are in a privileged position here at Customer Thermometer to be able to see the broad trends and technologies our customers, and their survey respondents, use to respond to our surveys. As with most online applications, during 2013, we have…
iso10002

A guide to running ISO customer satisfaction surveys

Achieving compliance with ISO 10002, (customer satisfaction), no matter how big or small your company, calls for:an open, effective and easy-to-use process a customer-focused environment open to feedback running a customer satisfaction…
5 reasons online customer satisfaction surveys don't work
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Customer satisfaction can be measured with just one question

Most weeks, we get asked the question, "But we have to ask 10 questions in our customer survey - will Customer Thermometer work for us?"We answer that question in a number of ways:What do you do with the data once you have it? Can you…
5 reasons online customer satisfaction surveys don't work
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Don't survey... solve!

I chanced upon a fascinating statement on a blog today. In it, the writer talks about his experience of raising tickets with a an IT support company.He says that despite being sent myriad surveys to gain a sense of his general customer satisfaction,…
5 reasons online customer satisfaction surveys don't work
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What Generation Y wants from customer service

What Generation Y wants from customer service? We are delighted to post this fascinating interview with leading futurist and strategist Dr Graeme Codrington. In it, he discusses with our co-founder Mark, his views on what Generation Y wants…
5 reasons online customer satisfaction surveys don't work

Feedmyapp.com features Customer Thermometer

Our Survey app has been reviewed! We're delighted today to find that the cool folks over at Feedmyapp - one of the best web 2.0 directories on the Internet has featured the coolest customer satisfaction survey tool on the Internet... Customer…
5 reasons online customer satisfaction surveys don't work
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How to give great customer service

We understand how to offer great customer service The Secret Women's Business Network has been around for a number of years, helping readers with their small business ideas with advice and top tips.Imagine our delight when they asked us…
5 reasons online customer satisfaction surveys don't work
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Voice of the Customer programs need a better story

So says Andrew McInnes of Forrester in a blog post out today. He argues that Voice of the Customer (VoC) programs are delivering benefits for customers but having no financial impact. He quite right argues that this disjointedness can't continue…
5 reasons online customer satisfaction surveys don't work

5 reasons online customer satisfaction surveys don't work

Online customer satisfaction surveys don't work. There's a survey response rate crisis and customer experience professionals need to be aware of the 5 drivers causing it. Here's why...1. Online surveys don't drive service improvement.This…