Punk CX book review Adrian Swinscoe CT
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Punk CX: Book Review

Adrian Swinscoe writes on customer experience and customer service for publications like Forbes and the BBC. Punk CX is his second book covering the topic of CX. We've all read books where the author has hit upon a good business idea and…
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How Allen Associates succeeded by putting service over sales

The recruitment sector is renowned as being an incredibly tough market. The industry is huge, with estimates outlining it’s now worth over £35 billion to the UK economy. However, it’s also very crowded. It’s estimated that the number…
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The Ultimate Guide to Using Emoji in Surveys and Business Communication

Can you believe it’s been a mere seven years since emoji hit the mainstream? Billions are now being sent each day, with all ages universally embracing the ability to add images to their written communications. Here at Customer Thermometer,…
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Feedback Frenzy

One of the most interesting conversations we've heard regarding the feedback economy came from The Bottom Line radio show and podcast on BBC Radio 4. The proliferation of review sites like TripAdvisor and TrustPilot (often called the 'Feedback…
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How to Create a Training Survey

Training surveys are becoming increasingly common in the workplace, making professional development a more rounded and thorough process. Be it a training needs assessment or a post-training effectiveness survey, asking employees for feedback…
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Customer Thermometer wins ‘Customer Service Team of the Year’ at BESMA Awards 2019

Brighton, UK, November 18 2019: Customer Thermometer, a market leader in survey solutions, has scooped the award for ‘Customer Service Team of the Year’ at the The British Excellence in Sales Management Awards (BESMA) Awards 2019. The…
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What is Customer Success Enablement?

We know that focusing on customer success drives retention and high customer lifetime value (CLV). But what do customer success managers and teams need in order to achieve these goals? Sales teams, in many organisations, are often supported…
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How to Get a Better NPS

Net Promoter Score (NPS®), first developed by Fred Reichheld and Bain & Company in 2003, is a well-established measurement of a business' reputation with its customers. It acts as a league table for competing companies to benchmark their…
track and measure customer success feedback solution survey 1-click
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How to Track and Measure Customer Success

We have previously talked about how Customer Success Drives Customer Retention. Customer success has been defined as the business methodology of ensuring that customers achieve their desired outcomes when using your products or services and…
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The service recovery paradox

We all experience problems with suppliers. Things go wrong - that's just life. As a business, you have to learn to accept that. Of course, it’s how you deal with those problems which sets one business apart from another. Admitting fault,…
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Focus on Customer Success to Thrive

Customer success has evolved enormously, especially over recent years. While the theory and practices associated with customer success have their roots in the Software-as-a-Service (SaaS) arena, businesses and organisations that are not involved…
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Accepting the Queen's Award for Enterprise in International Trade

Back in April this year we announced that we had won the Queen's Award for Enterprise in International Trade, and on September 24th in our Brighton HQ we were honored to host the Lord and Deputy Lieutenant of East Sussex, who presented us with…