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…

What is Digital Customer Experience? 10 Ways To Create Unbeatable Digital Customer Experiences

What does digital customer experience mean? Digital customer experience (DCX) is closely related to customer experience (CX), and is the part that entails the sum of all digital and virtual interactions a customer has with your brand. Digital…

What Is Customer Satisfaction (CSAT)? Everything You Need To Know

CSAT means customer satisfaction. It’s measured by organizations as a KPI to show how satisfied customers are with them as a brand, as well as their individual products and services.  CSAT is incredibly popular as a business metric. Possibly…

Customer Feedback: The 5 Star Guide To Happy Customers

Welcome to this ultimate guide to customer feedback. It’s a big topic so we’ve broken it down into key questions about the nature of customer feedback, its importance and what to do with it. The aim is to provide actionable insights you…

Service Desk Masterclass: Industry Experts Share Secrets, Strategies and Predictions

The service desk is critical to how many organizations deliver their customer experience. It’s why over 10,000 service desks around the world choose Customer Thermometer to drive their customer feedback programs. It also explains why we…
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The 4 Biggest Consumer And Customer Experience Trends Set To Dominate 2022

We’ve done a meta analysis of the various 2022 industry predictions so you don’t have to.  As you might expect, we’ve had to review tons of analyst papers, blogs and research data. Check out the links to go into more detail for yourself.…