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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…
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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…
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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…
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5 ways you could lose your biggest client without knowing it

A short survey can save you a lot of trouble Big clients, especially in the B2B world, can be a blessing and a curse. Whilst they bring in chunky revenue and provide a real focus for product or service development they can also be the cause…
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Customer Thermometer releases v1.2

New features to send feedback better In a new release of Customer Thermometer this evening, we're delighted to announce new functionality in response to customer feedback (and we're pretty good at listening to that, as you might imagine!) The…
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It's how you fix a mistake that counts...

Every business makes mistakes. But mistakes don't affect client retention as much as you might think. In fact, many surveys show that clients who've experienced poor service or mistakes can actually be more loyal in the long run provided…
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Ask less, learn more

Why aren't your customers worth your time? After a recent stay at a hotel I came back from breakfast to find a 3 page survey on my bed about my stay. Why on earth should I fill it in? In such a busy world, fewer and fewer customers have…
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Customer Thermometer API plans announced

Customer Thermometer API is coming soon! After a successful launch and the onboarding of our first customers, the question has come up sooner than we thought: "Does Customer Thermometer have an API? Can we integrate our customer contact…
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How to retain key accounts and ensure client satisfaction

Client satisfaction is key for any business How can you satisfy you current clientele? You’re making it far too hard for clients to tell you how they feel. Why? How about the all-too-often postponed annual client satisfaction survey?…
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Tom Peters on customers

Yesterday I downloaded a PDF by the wizard who is Tom Peters. It takes the form of short, punchy dictats and I love it because it's very fresh, very actionable and provides the kick up the proverbial that we all need from time to time to get…
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Useful customer service stats: roundup

take a look at this customer experience & customer service statistics Forrester, Primeperformance and others have released interesting stats this week that back up the need to proactively seek and then quickly respond to your customers'…