Ultimate Guide to Customer Effort Score CES
, ,

Ultimate Guide to Customer Effort Score CES

Assessing customer experience and quantifying customer satisfaction can be achieved using various metrics, as we have previously highlighted. A particularly useful metric that tends to correlate closely with customer loyalty is Customer Effort…
Measure Customer Satisfaction with These Metrics
, ,

Measure Customer Satisfaction with These Metrics

Tracking and measuring the satisfaction levels of your customers is critical for success. Poor levels of customer satisfaction will result in lost customers and adversely affect your brand image. Customers who have a great customer experience…
6 Customer Expectations Management Tips
, ,

6 Customer Expectations Management Tips

Customer expectations management can be very challenging indeed. Your clients and customers will all have their own expectations of your business or organisation and these can be enormously varied. What’s more, their expectations will change…
The Cyber Effect review
, , , , , ,

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,…
How to Distribute Surveys for Great Response Rates
, , ,

How to Distribute Surveys for Great Response Rates

We’ve previously looked at how to create customer satisfaction surveys that people will actually want to complete. Anyone with experience knows that this is not a trivial task. Understanding your target audience, their points of view, their…
5 customer-centric habits of the most successful companies
, , , , , , , , , , , ,

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…
How to embed a customer satisfaction survey in email communications
, , ,

How to Embed a Customer Satisfaction Survey in Email

Here at Customer Thermometer we are big fans of simplicity. Why make anything more complex than it needs to be? This is why we love embedding customer satisfaction surveys in emails. They are easy to setup, provide great response rates and…
Excellent Customer Service Phrases Every Team Member Should Use
, ,

Excellent Customer Service Phrases Every Team Member Should Use

The words we choose to use, when speaking, have an enormous influence on a listener’s experience of the interaction. This is starkly apparent in customer service where negative words and sentiments can potentially disturb a customer and…
Ministry of Magic named as Finalist in 2019 Stevie® Awards for Sales and Customer Service

Ministry of Magic named as Finalist in 2019 Stevie® Awards for Sales and Customer Service

13th annual awards will be presented on February 22 in Las Vegas BRIGHTON, UK – January 17, 2019 – Customer Thermometer's Ministry of Magic was named a Finalist today in the Customer Service Department of the Year category in the 13th annual…
Net Promoter Score - How to Use NPS to Grow Your Business
, ,

Net Promoter Score - How to Use NPS to Grow Your Business

Net Promoter Score (NPS) is a metric that is widely used to measure customer loyalty. It was developed by Fred Reichheld, a best selling author and business strategist, Bain and Company, a global management consultancy, along with Satmetrix.…
Essential Customer Service Skills for Your Employees
, ,

Essential Customer Service Skills for Your Employees

Great customer service is vital to all businesses. It’s therefore essential that people employed in customer service roles have the necessary skills. Customer service involves everybody in your organisation who has contact with your customers,…
Getting the Best Survey Mix for ISO 9001 / ISO 10002 Customer Satisfaction
, , , , , , , , , , ,

Getting the Best Survey Mix for ISO 9001 / ISO 10002 Customer Satisfaction

The latest international best practice on customer satisfaction from the ISO standards body builds upon work started more than 30 years ago. A lot has changed in that time, though many principles remain the same: happy customers are worth…