,

What Generation Y wants from customer service

What Generation Y wants from customer service? We are delighted to post this fascinating interview with leading futurist and strategist Dr Graeme Codrington. In it, he discusses with our co-founder Mark, his views on what Generation Y wants…

Our Co-founder featured in one of Australia's prime business publications

It seems we're being asked to quote by the big guns now which is always nice when you're young and upstart-ish.Smart Company is an Alexa ranked #16,000 site - meaning it's very well read! and they featured an article on "How to get customer…
, ,

The critical question: how are we doing for you?

How is our survey creator doing for you? One of Customer Thermometer's customers is a big PR agency. I wanted to share with you the way that they are monitoring their most important customer accounts, and how they've built the process of regularly…

Feedmyapp.com features Customer Thermometer

Our Survey app has been reviewed! We're delighted today to find that the cool folks over at Feedmyapp - one of the best web 2.0 directories on the Internet has featured the coolest customer satisfaction survey tool on the Internet... Customer…

Customer Thermometer announces v1.3

Improve your survey results Last night, after several weeks of testing and coding, thinking and coffee drinking, the Customer Thermometer team was delighted to release v1.3 of the Customer Thermometer service.In addition to the software…
,

BIG marketing for small business

We are delighted that our co-founder Mark Copeman has been interviewed by Tim and Luke on the very well-followed and inspiring "Small Business Big Marketing" podcast. And have been both excited and touched by the number of great businesses…
,

How to give great customer service

We understand how to offer great customer service The Secret Women's Business Network has been around for a number of years, helping readers with their small business ideas with advice and top tips.Imagine our delight when they asked us…
,

Why David Meerman Scott's new book is essential reading

Santa was very good to me this year – at the top of my stocking was a copy of David Meerman Scott's Real-Time Marketing & PR.I read it with an increasing sense of excitement. David makes some extremely timely points for not only the…
,

Voice of the Customer programs need a better story

So says Andrew McInnes of Forrester in a blog post out today. He argues that Voice of the Customer (VoC) programs are delivering benefits for customers but having no financial impact. He quite right argues that this disjointedness can't continue…
,

Exploiting the satisfied customer is crucial

Do you have a strategy for dealing with your satisfied customers? Whilst most companies have strategies and processes for handling complaints, very few focus on what to do with the customers who rave about them.Your happiest customers…
5 reasons online customer satisfaction surveys don't work

5 reasons online customer satisfaction surveys don't work

Online customer satisfaction surveys don't work. There's a survey response rate crisis and customer experience professionals need to be aware of the 5 drivers causing it. Here's why...1. Online surveys don't drive service improvement.This…

5 reasons you should encourage your customers to complain

Customers Complaints Will Force You To Improve Your Product/Business My experience over the last 10 years running my own businesses tells me that inviting complaints from customers is one of the very best ways to improve customer retention.I…