One Question Surveys: The Ultimate Guide with 10 brilliant examples

Among the research tools used by organizations to gain customer (or employee) feedback, surveys are the most common. The longer they are – and the more questions they contain – the more you can find out. However, long surveys take up more…

How to formulate a Bulletproof Customer Experience Strategy

What is a customer experience strategy? Customer experience strategy relates to the plans and processes implemented by an organization to understand, manage and continually improve the experience enjoyed by its customers. Customer experience…

How to Create an Unbeatable Customer Referral Program

What is a customer referral program? A customer referral program is a structured process, enshrined by organizations, that enables their existing customers to help them acquire new customers. It is based on the willingness of these existing…

Gamification in Loyalty Programs: Why it’s so important and how to measure its success

Gaming is big business. Worth hundreds of billions of dollars a year, the industry rivals Hollywood in big name titles and huge audiences alike. The result is a level of popularity and familiarity that borders on addiction. Playing video games…

A complete guide to word of mouth marketing

Welcome to our word of mouth marketing guide. Word of mouth comes from a variety of places and can be unpredictable and hard to control. This guide shows you how to influence the word of mouth that surrounds your brand so that you get more customer…

Customer Journey Map: Why you need to use one and how to create it

A customer’s experience is based on far more than a transaction. It’s a ‘customer journey’ with various milestones, interactions and events along the way. This guide explores the concept of the customer journey map, and how organizations…

International Women’s Day – more than just a purple patch!

Happy International Women’s Day! Here at Customer Thermometer we’re celebrating the cultural, societal, creative and economic achievements of women around the world. Did you know that 2022 is the 111th year of the illustrious IWD annual…

Customer Attrition: 10 Reasons Why Your Customers Leave

Why do customers leave? There are lots of reasons behind customer churn, but some consistently come up time and again.  It’s important to know why customers are likely to leave so that you can: Prevent such circumstances from arising …

Instant Feedback: The Importance of Speed in Gathering Customer Feedback

A customer feedback process has many parts. Operating it should be efficient, repeatable and follow best practices too. But what about speed? How important is it that your customer feedback is fast? How do you achieve instant feedback, and what…

What is Brand Experience? Definition, Examples and 6 Ways To Improve It

What is brand experience? Brand experience (BX) describes the total effect that interacting with a brand has on an individual’s consciousness. BX is highly subjective and can be vastly different between individuals. For example, at the simplest…

What Is Customer Churn? 6 Strategies To Stop Customers Churning

Customer churn is the movement of customers out of your business. There are many reasons why customer churn happens. It’s a fact of life and business. But it can be managed and mitigated.  Stopping or reducing customer churn is essential…

What is Customer Loyalty? Why It’s So Important And How You Build It

Customers need reasons to be loyal. Typically this relates to how their experience of the brand, its products and services matches up to expectations. Customers can demonstrate significant loyalty even in cases where the price is higher than…