customer journey mapping templates guide
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6 great customer journey mapping templates

Customer journey mapping is really important to ensure you fully understand your opportunities for garnering and applying customer feedback. You can find your way through this challenge in our Journey Mapping Guide. A critical step in putting…
Survey Response Drivers launch
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What’s new in 2021 so far? A rundown of the latest Customer Thermometer updates and features

It’s been a tough period for so many people, but we’re excited and optimistic about what the rest of 2021 has in store. We’re as determined as ever to support our customers with loads of useful new features and integration capabilities. We’ve…
Good Services book review

Good Services: How To Design Services That Work: Book Review

So much of what we now consume, especially digitally, is actually a service. Want to buy a sweater online? The website and surrounding process around that are all delivering a service to you. Want to get some help with that new tech gadget…
ISO 9001 customer satisfaction survey

Creating an ISO 9001 customer satisfaction survey

Searching for an ISO 9001 customer satisfaction survey with a high response rate? If your business is aiming to qualify for ISO 9001, you will need to be able to understand and demonstrate that you've sourced feedback from your customers…
How to create a customer journey map
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How to create a customer journey map

Extracting maximum value from customer feedback requires structure rather than a scattergun approach. Welcome to the world of customer journey mapping, for which we’ve created a cartographic-inspired guide to help you navigate.  You can…
Exclaimer Acquires Customer Thermometer

Exclaimer Acquires Customer Thermometer to Bring Real-Time Customer Feedback to its Global Corporate Email Signature Platform

The only email signature solution vendor that offers an ‘out-of-the-box’ integration with Customer Thermometer 9 February 2021, Farnborough: Exclaimer Group today announces the acquisition of Customer Thermometer, the award-winning…
Closed Loop
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Move the Needle on CSAT and NPS® with Closed Loop

We’re very excited to share that we’ve added a new Closed Loop feature to Customer Thermometer to expand the value of real-time feedback. It takes our concept of the 1-click survey to the next level, where you aren’t just measuring and…
Retention Point Krob Book Review
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Retention Point by Robert Skrob: Book Review

The era of the subscription economy was already in full swing before the events of the last 12 months put it into overdrive. Increased buyer preferences for as-a-service models (in B2C and B2B alike) and the enabling effect of widespread digital…
2021 mega trends customer service email
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A Meta Analysis of 2021 Mega Trends

Opinions of how the future will turn out can differ wildly, even among leading experts in their fields. And you won’t know who was right and who was wrong until long after the fact. There is no shortage of 2021 predictions to consult. We…
CX Customer Experience Program 2021
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How To Keep Close To Customers: Customer Experience 2021

2021 is going to be utterly unique. Sweeping changes in our habits has created a rush to do everything digitally... One of the most fascinating bits of research to cross our desks of late is the ‘Gartner Top Strategic Technology Trends…
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How to kick off a great employee experience (EX) program in 2021

Businesses cannot survive without customers, but the same can be said about employees. It logically follows, therefore, that any organization invested in a customer experience (CX) program should place equal emphasis on employee experience…
CSAT NPS measures basket
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What should be in your basket of CSAT measures?

Customer success metrics and KPIs need to be reliable. They need to be telling your business useful truths. Customer intel you can act upon. Warnings you can heed. Triumphs you can substantiate. Cause and effect you can use to try to predict…