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Why don't people complain?

Do you know why people complain so little? In Episode 3 of Customer Thermometer TV, Mark Copeman interviews Guy Winch Psychologist and author of "The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships, and Enhance…
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Customer experience ideas in 2 minutes: Stew Leonard's thankyou notes

Seth Godin's book Purple Cow has a case study on Stew Leonard's grocery store. Stew, the owner, had a comments box by the door. Whenever a customer put a comment into the box, Stew would personally write them a note to say thank you. On the…

Happy employees make happy customers - it's official

We've suspected it for a while, but now it's official. Happy employees do make happy customers. This link was first studied in the mid-80's, but it's never been more important than today.In our second edition of Customer Thermometer TV,…
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Customer experience ideas in 2 minutes: Fastpass (Disney)

Want some customer experience ideas? Fastpass was introduced at Disney parks in 1999 (though, according to Wikipedia, the idea of a ride reservation system was first introduced in world fairs), Fastpass allows guests to "reserve" a time to…

Customer Thermometer gets top marks from Web.AppStorm

The Customer Thermometer team were delighted to spot a review by the very well respected Web.AppStorm guys today - part of the awesome Envato family of sites.Without any guidance from us, we think they've summed up our application pretty…
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Customer Thermometer's reseller scheme launches today

Exciting times for Customer Thermometer because today we announce the launch of our generous and very straightforward reseller scheme.Here's the deal. The scheme is open to all and we are offering a very handsome 25% share of revenue for…

Customer experience ideas in 2 minutes: grocery airport stop (McCurlys Tours)

McCurlys Tours (a car rental company in the wonderful Caribbean island of Grand Cayman) picks you up at the airport and takes you to your vacation villa or resort where your rental car is waiting for you, with the option of a stop at the local…

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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Clients who recommend Customer Thermometer

To say we're only a few months old we're getting some great press in 2011. So great in fact that we thought we'd draw your attention to our new press area which proudly showcases our press and blog coverage from industry leading lights…

Duct Tape Marketing recommends Customer Thermometer

(UPDATED - 15 June 2011)John Jantsch has always been a bit of a hero of ours here at Customer Thermometer for his Duct Tape Marketing philosophy of practical small business marketing tools and techniques. Theory is one thing, but there's…

Client satisfaction surveys:
should you do them?

Why are customer satisfaction surveys important? The eternal question for marketing, PR and similar services agencies is, "should we or shouldn’t we undertake a client satisfaction survey programme with our clients?" What are the pros…

Does your heart sink too? Ours does.

We would love to know your thoughts on this no doubt familiar situation...You're working away and an email comes in from a brand you know, trust and actually quite like...You see the word "survey" and your heart sinks.You're…