Martha Brooke

5 Ways to Improve Your Customer Service Chat—Today!

There are many modes of customer service (phone, in-person, email, etc.). But, when done well, chat is by far the best. It reduces customer effort,...

Ready to Get ROI on Your Great Customer Service? Think “Conversionally”

Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me...

How to Make your Survey Better than Nordstrom, Lowe’s, and Wal-Mart

I know you get asked to take surveys all the time, because I do. Even the shortest business trip results in at least 5...

One Concept that Improves All Your Customer Service Interactions

In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does...

6 Steps to Improve Your Customer Satisfaction Surveys

I’ll be moderating conversations about VoC at next week’s Operations Summit and it got me thinking… It’s practically a given that every company will...

3 Ways to Get More from Your Mystery Shops

At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can...

Customer Experience: Use The Right Metrics

If you’re not achieving your goals for the customer experience, you’re probably not measuring at the correct level; learn what that level is. Goals: Companies want...

Genius Tips to Improve Your Customer Survey

An Analyst Perspective on Customer Surveys: Customer surveys make up a multi-billion dollar industry, and many of us get at least one per day. But...

Customer Comments + Intelligent Analysis = Gold

The point of a customer survey is to learn what you don’t know, and gain insight into what’s driving customer satisfaction and dissatisfaction. And...

Break Your NPS® Routine

NPS® is a routine question used in customer feedback surveys. Nearly everyone has seen it: How likely is it that you would recommend us...

“Talk Your Walk” with Branded Customer Service

Your company’s brand: it represents the qualities and values of your products and services. So shouldn’t your customer service showcase your brand? Branded customer service...

One Call Does It All: Get there with the Proactive Solutions Score

It’s a familiar scenario: you call a company’s customer service, get your problem solved…and then discover it wasn’t solved at all. It’s a frustrating...

A Cold Night, Hot Soup…and Great Customer Service!

Not too long ago, while checking into a hotel on a damp San Francisco night, the front desk clerk noticed my sniffling and asked...

Beyond Surveys: Capturing the Real Customer Experience

Customer feedback surveys are great because they can be objective and easy to implement. But they only capture the tiniest slice of the actual...

Get a Better (More Accurate) Customer Satisfaction Survey—Your Questions Asked and Answered

Earlier this month, I discussed how to improve your customer satisfaction survey in a GoToAssist webinar. Participants shared lots of comments and questions, so...

Fix Common Survey Errors with a Smart Process

Is your customer satisfaction survey good? Really good? Customer satisfaction surveys are a multi-billion dollar industry. Unfortunately, most customer feedback is riddled with errors....

Your Survey (Probably) Sucks: 5 Survey Errors

We’ve written a lot about customer satisfaction survey errors, but, time and again, we see the same mistakes crop up. There are a lot...

The Most Valuable Customer Research Tool is Also the Most Underused.

Satisfaction surveys (done well) are a great way to collect facts about your customers. The problem is, no matter how good they are, they...

Surveys: Know What Your Customers Are Good For—and What They’re NOT!

Customer feedback surveys don’t have to be bad. But they often are. Case in point: I recently took a survey that began with this question: What...

3 Big Mistakes a Gift Basket Co. Made in their Satisfaction Survey

It’s practically a given that every company will issue a customer satisfaction survey, but the old way of doing things isn’t working anymore. Customers...

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