Martha Brooke

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...

Stand Out! Brand Your Customer Service.

Sometimes customer service reps do everything “right” but miss the point of your brand entirely. You work hard to define your brand, but if...

When Customer Listening Doesn’t Listen: The Case of the Car Rental Agency

Last week at 8 PM, one of the top 4 car rental agencies called to survey me about my most recent experience renting from...

Why Didn’t AT&T Apologize?

In this past Sunday’s The Haggler, (David Segal. “When Your Longest Call Is the One to Correct the Bill.” The New York Times, August 14,...

Lead by Example: How to Avoid Being the Comcast Call from H***.

By now, you’re probably one of the millions of people who have heard Comcast’s current call from H***. And while the spotlight is on...

High NPS. Low Revenue. Is it sampling bias or could it be something else?

In a recent interview, Richard Owen, CEO of Satmetrix, said that companies who don’t see benefits from improving their Net Promoter Score® are probably...

Bob Thompson’s Hooked on Customers: Companies Listen Up!

The team at Interaction Metrics loved Bob Thompson’s Hooked on Customers. We thought the overall premise—that companies need more than “strategies,” they need the...

Stop Talking. Start Listening: Be Authentic With Your Customer Surveys

This week, Beth Teitell at the Boston Globe reminded us of something we all know: Customers are inundated with satisfaction surveys. She writes that...

Don’t Feed the Haggler! Why E*TRADE Needs Customer Service Evaluation.

This Sunday in The Haggler (David Segal. “In a Stock Trade, It’s Man vs. Machine.” New York Times, April 27, 2014), David Segal looked...

Comcast Needs New Customer Experience Metrics—Pronto!

According to a current Consumer Reports study, Customer satisfaction levels are particularly low for television providers. Comcast and Time Warner Cable rated among the lowest, and...

Current State of Customer Service: 55%

55%: As of March 31, 2014, we’ve calculated the current Quality of Customer Interaction (QCI™) Benchmark Score. We’ve been tracking this cumulative measure of...

3 Things You’ll Miss With SurveyMonkey’s New App

Last month, SurveyMonkey launched their iOS mobile app, backed by Google Capital. CEO Dave Goldberg promises a “smarter, agile, and ultimately more productive workforce.”...

Need a Call Center? Ask these 4 Questions

If your company is going to outsource its call center, make sure you find one that really knows how to evaluate customer service. To...

New Posts