service desk experience management itsm best practice
, , , , , , , , ,

Best Practice for Service Desks Infographic

We love hearing from our Service Desk customers about the amazing response rates they get using Customer Thermometer surveys, but what's also inspiring are the best practice strategies to maximize effectiveness. Thorough customer feedback contributes…
ct news customer thermometer

Customer Thermometer Names Jim Turner as CEO

Brighton, UK — 1 March 2020 — Customer Thermometer, a market leader in survey solutions, has today announced the appointment of its Managing Director, Jim Turner, to Chief Executive Officer to lead the next phase of growth and market expansion. Customer…
ITSM ITIL continual service improvement service desk experience management
, , , , , , ,

Service Desk Experience Management for ITSM and ITIL

The idea of implementing a 'continual improvement' strategy across the entirety of an IT service management organization lies at the heart of both ITIL and ITSM. (If you're not familiar with these terms, they are a set of practices for IT…
100 practical ways to improve customer experience CX review book
, , , , , , , , , , , , , ,

100 Practical Ways to Improve Customer Experience: Book Review

Usually Customer Experience business books come out of the experience of a single person, and often also a single company, which has had a reputation for generating good CX results. This month, we've been reading a book on Customer Experience…
10 things to improve your service desk
, , , , , , ,

10 things you can do this week to improve your Service Desk Experience

How much do you know about the service desk experience your customers receive? How much time do you put in to making sure it's the best it can be? It can be hard to know where to start to tackle such a mammoth task, so we've broken it down into…
Fanocracy Book Review
, , , , , , , , , , , , , ,

Fanocracy: Turning Fans into Customers: Book Review

David Meerman Scott's New Rules of Marketing and PR is one of the books I often associate with the start up phase of Customer Thermometer. Meerman Scott's insights into content marketing and the concept of generating great content to bring…
Creating a Product Market Fit Survey
, , , , , , ,

Creating a Product Market Fit Survey

Rahul Vohra's talk about how to create a product market fit survey for the Business of Software conference was one of the standout speeches of recent years (against some very strong competition). Rahul is the CEO of the email productivity…
Customer Thermometer The Ultimate Question Fred Reichheld
, , , , , , , , , , , , , ,

The Ultimate Question 2.0: NPS Book Review

Fred Reichheld published The Ultimate Question in 2006, at a time when thought-leaders started investigating the impact of customer service on a company's success and profitability. Telephone complaints lines and long-form surveys had been the…
how to sustain customer loyalty customer feedback solution satisfaction
, ,

How to Sustain Customer Loyalty

You've worked hard to build a valuable, loyal customer base, and you don’t want to lose them - churn is never good. But sustaining loyalty and driving customer retention is not as easy as just providing good service. If you want to know how…
customer experience predictions 2020 customer thermometer
,

5 Customer Experience Trends for 2020

We are at a pivotal moment for customer experience, with the impact of artificial intelligence (AI) and a very clear shift in relations between customer and company making it harder than ever to stay up to date with ever-evolving customer expectations. Customer…
blue ocean shift book review
, , , , , , , , , , , , , ,

Blue Ocean Shift: Book Review

When Blue Ocean Strategy by W Chan Kim and Renee Mauborgne came out in 2004 it was a seismic book. The thrust of Blue Ocean Strategy (BOS) is that companies must create and drive up elements of remarkable customer experience to be different…
cmi case study

CMI setting the bar for MSP helpdesk support

NewCMI Ltd, known simply as CMI, has become renowned in the UK for helping businesses to grow through innovative IT and dependable support. The company has enjoyed phenomenal growth – it now boasts 100+ employees and a client base of 400+…