Posts

A complaint is a gift

Jannelle Barlow and Claus Moller, the two authors of "A Complaint is a Gift" were ahead of their time. They wrote this forward thinking book around customer loyalty back in 2008 - as the concept of customer loyalty and customer feedback as…
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The 4 signs you’re getting customer feedback all wrong

Customer feedback: a cornerstone of your business "Click here to complete the survey, it'll only take 5 minutes". This is possibly one of the most overused and unwelcome phrases to read in an email in the last few years. Think of your recipient's…
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Customer experience ideas in 2 mins: the welcome book

Customer Experience Ideas Welcome to the first in Customer Thermometer's "2 minute CEM" - ideas you can quickly implement to improve the experience of your customers. For our first idea, we've taken inspiration from one of the gurus of customer…
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Why retention is the new loyalty

Customers pay the bills and without them you’re dead in the water. But in the relentless endeavour to add more customers into the funnel, are you actually ignoring your biggest area for growth in revenue and profit...your existing customers? Here…