track and measure customer success feedback solution survey 1-click
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How to Track and Measure Customer Success

We have previously talked about How Customer Success Drives Customer Retention. Customer success has been defined as the business methodology of ensuring that customers achieve their desired outcomes when using your products or services and…
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The service recovery paradox

We all experience problems with suppliers.  Things go wrong - that's just life. As a business, you have to learn to accept that. Of course, it’s how you deal with those problems which sets one business apart from another. Admitting fault,…
customer thermometer customer success thrive
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Focus on Customer Success to Thrive

Customer success has evolved enormously, especially over recent years. While the theory and practices associated with customer success have their roots in the Software-as-a-Service (SaaS) arena, businesses and organisations that are not involved…
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Accepting the Queen's Award for Enterprise in International Trade

Back in April this year we announced that we had won the Queen's Award for Enterprise in International Trade, and on September 24th in our Brighton HQ we were honored to host the Lord and Deputy Lieutenant of East Sussex, who presented us with…
customer thermometer employee engagement team
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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…
Quirkology book review header
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Quirkology: Book Review

So, this month we've taken a wander through Richard Wiseman's book Quirkology: The Curious Science of Everyday Lives. Richard Wiseman is a truly interesting scientist and psychologist. He explains complex points on human interaction in an…
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Outlook 365 Survey Add-in Released by Customer Thermometer

Customer Thermometer launches on the Microsoft Add-in store; market-first 1-click Outlook 365 survey for signatures. Customer Thermometer, the market leader in 1-click customer feedback solutions, is delighted to announce its 1-click signature…
Great Customer Experience Quotes Customer Thermometer
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20 Great Customer Experience Quotes

There are many good customer experience quotes around due to it being a key topic of discussion for a while now, and for good reason. We know that good customer service is more important than ever, with businesses who don't prioritize it not…
customer success retention customer thermometer
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How Customer Success Drives Retention

Retaining your existing customers is extremely valuable. Not least because the cost of acquiring a new customer has been determined to be five times as much as it costs to hang on to an existing customer. Selling to your existing customers has…
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How to Navigate the Feedback Economy

Why are ratings suddenly so important? In the UK alone, online reviews influence an estimated £23bn of transactions each year (source: FT). At the same time, Amazon has filed more than 1,000 law suits against reviews abuse (source: Fortune).…
Rebel Ideas Matthew Syed Review
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Rebel Ideas: Book Review

I loved Matthew Syed's book Black Box Thinking, (which we reviewed here) so I was excited to get stuck into his new offering, Rebel Ideas: The Power of Diverse Thinking. Syed was recently appointed to a very diverse board of thinkers advising…
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How to Improve Customer Experience Using CX Analytics

Do you have a well-established customer experience (CX) strategy? Are you gathering analytical data and properly using that data to improve your customer service? Major retailers and businesses are using a wide variety of channels to pinpoint…