,

Take the pain away from your customers

  Everywhere we turn at the moment, we find people writing about onerous customer satisfaction surveys. You know - the 20 page or 10 question one, when actually all the company really wants to understand is how you felt about the service/widget/journey…

Customer Thermometer releases v1.5

Despite yesterday being April Fools day, it was a great day for Customer Thermometer. After a few weeks of listening to feedback, planning and coding, we are proud to release Customer Thermometer v1.5 which is now available to you when you log…
, ,

NY Times says customers suffering from survey fatigue

We were delighted to see an article in this week's New York Times claiming that long customer surveys are causing an onslaught of 'survey fatigue". The piece claims that response rates to long surveys are plummeting as a result. Music to…

How to cut your client attrition rate in half. In 2 months.

Recently, we received one of those emails you dream of receiving from a customer of Customer Thermometer. It said: "I must say I absolutely love your program - I think you've changed the very future of my company! Thanks! " Whatever you do,…
, , ,

Ask bland questions? You'll get pointless results.

I recently met with a large residential cleaning company. They had been running an online customer satisfaction survey every year for 3 years and wanted to find a new way of doing things. In the spirit of co-operation, they shared their…
, ,

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 survey tool you are going to use. Most popular survey tools have a heritage in paper-based…

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…
,

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,…
,

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 –…
,

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…
,

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…
, ,

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…