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The future of customer surveys

Are you planning on running a customer survey in 2012?If the answer's yes, there are some highly pertinent questions you should be asking about the tool you going to use.Most popular survey tools have a heritage in paper-based market…

Customer Thermometer releases v1.4

Yesterday, after much thought and customer consultation, Customer Thermometer v1.4 was released to the live application. We have just turned a year old and have learnt a lot from our customers over the last year. Thousands of Thermometers have…
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2 min takeaways: next-day countdown (Kiddicare)

A great example of excellence in customer service Here's a great little idea for anyone serving customers online. Why not have an online countdown showing how long the customer has left in the day before the next-day delivery option expires?Kiddicare,…
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How to beat the big boys at marketing & customer service

How to beat the big boys at marketing & customer service In this episode of Customer Thermometer TV, renowned author, blogger & speaker David Meerman Scott explains why the worlds of marketing and customer service are colliding –…
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How to stop 56% of your staff leaving you in the next year

Are your staff leaving you? Employee satisfaction is key In Episode 4 of Customer Thermometer TV, Mark Copeman talks to the founder of Fairley & Associates and the architect of the Design Industry Voices survey, Rachel Fairley who has…
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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…