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…
customer success strategy win
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Customer Success Strategies that Work

Customers are the foundation upon which business success is built. Continuously acquiring fresh, new customers while retaining existing, loyal customers is what most businesses want. It has been widely reported that acquiring a new customer…
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Why Customer Experience is Important for B2B

Business to consumer (B2C) enterprises have been embracing and leveraging the benefits provided by ever-changing, personalized customer experiences for many years. It’s therefore not surprising that business to business (B2B) vendors are also…

Retail Customer Experience Management

Consumer habits are constantly changing and technological developments are continuously supporting new ways for customers to interact with retailers. We have previously talked about the challenges involved in customer experience management,…
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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…
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10 Customer Experience Conferences for 2020

It's often hard to find it worth the time, money and effort required to attend a conference, let alone to choose which one is best for you. We're always in touch with those in our industries online and we can collaborate without leaving our…
Customer Experience Management - What You Need to Know
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Customer Experience Management - What You Need to Know

We all know that happy customers are good for business. Delighted customers will spend more money and potentially become brand advocates, talking about your business positively, whereas unhappy customers are likely to do the very opposite! Customer…
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Make a Customer Survey in 60 Seconds

Once you’ve made the decision to start measuring your customer satisfaction levels and you’ve chosen Customer Thermometer to help you get your customer feedback, we know you want to get your survey out to the masses as quickly as possible. Well,…
25 exit interview questions template
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25 Exit Survey Questions and Template

Retaining staff can be enormously challenging, especially in highly dynamic, fast-paced industries. Ongoing, continuous and routine employee surveys help by providing a valuable communications pipeline, enabling personnel to express their concerns…