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Customer case study: Why BT Conferencing uses Customer Thermometer
BT Conferencing (part of the previously named British Telecom in the UK) counts nearly a quarter of the Fortune 100 amongst its customers. Some of these customers use up to 70 million minutes per...
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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...
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Customer Thermometer College launches today
We are pleased to announce the launch of Customer Thermometer’s free online college today. The college features bite-sized video training on all aspects of using Customer Thermometer, from creating...
View Article2 min takeaways: personalised food (Element Bars)
Element Bars allow you to personalise what goes in the energy bar you order from them, and even personalise the label. You order a dozen at a time and you can choose everything from the consistency to...
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A customer experience case study: Paradisus Playa del Carmen La Esmeralda,...
Welcome to our ongoing series of real life case studies of customer service and customer experience. In this episode, one of Customer Thermometer’s co-founders describes his experience of a recent...
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How to keep your customers once the recession ends
In 2009, John Quelch of Harvard Business School wrote a watershed article for the Harvard Business Review, describing how customer behaviour changes dramatically in a recession. He explained how there...
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How to measure customer journey satisfaction – without hassling your customers
“Measuring satisfaction on customer journeys is 30% more predictive of overall customer satisfaction than measuring happiness for an individual interaction” said McKinsey this week. This stands to...
View ArticleCalifornia State University LA partners with Customer Thermometer
Customer Thermometer is delighted to be working with California State Los Angeles University to support the Marketing Research course students with their course program. Students on the course are...
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How to create an award winning customer service ethos
Last year I wrote a review of Paradisus Playa del Carmen La Esmeralda, an exceptional all inclusive resort in Mexico. As a family we fight against going back to the same place, however unfortunately...
View Article5 articles that will change the way you think about customer experience strategy
1. How to create an entirely different(iated) customer experience AT Kearney’s customer experience strategy post discusses how putting customer metrics first can drive greater market returns than...
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