Martha Brooke
Martha Brooke
Martha Brooke, CCXP + Six Sigma Black Belt is Interaction Metrics’ Chief Customer Experience Analyst. Interaction Metrics offers workshops, customer service evaluations, and the widest range of surveys. Want some ideas for how to take your surveys to the next level? Contact us here.
Are You Begging For a Thank You With Your Email Survey?
Every day, everywhere, companies send email surveys, smiley face surveys, or call to request our customer feedback. It’s overwhelming. However, as we enter the holiday…
How to Ace Your DIY Customer Satisfaction Survey
The prevalence of Survey Monkey and other DIY survey platforms has made it cheap and easy to implement customer satisfaction surveys. And while these platforms…
List of the 20 MOST Common Survey Flaws
Picture Source: Interaction Metrics This morning, my rep texted me from the shop where my car is serviced:“You’ll receive a survey from us. It would…
Want to Improve the Patient Experience? Stop Sending Bad Surveys
Source: 123rf.com In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge…
Here Are the 5 Essential Standards of Customer Listening
Image source: pexels.com In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure:…
Interactive Data is the Future, Here’s Why
Image source: pexels.com Interactive Data Motivates Teams Measuring the customer experience is crucial, but visualizing that measurement with interactive data is equally important. Here’s…
Gallup Says Engagement Matters, What Are You Doing About It?
For years, Gallup Research has reported on the impact of employee engagement on profits. Meanwhile, they’ve also reported on the dismal state of employee engagement;…
Want Feedback? Make It So Simple a Kid Could Do It
I like taking customer surveys and do so nearly every time I have useful feedback to share. Perhaps it’s because I’m in the survey business.…
How to Use a Research Mindset to Avoid Huge Survey Blunders
Listening to your customers is smart—as long as you ask thoughtful questions that elicit useful insights. Unfortunately, when it comes to customer surveys, too many…
How to Shorten Your Survey and Avoid Junk Data
Peter Drucker famously quipped “if you can’t measure it, you can’t manage it” and that’s especially true when it comes to feedback from your customers.…
Answering NPR: Why 5-Star Rating Systems Don’t Work
On NPR’s Morning Edition, Jan 8, 2019, social science correspondent Shankar Vedantam, discussed an issue that should be top of mind for any company that…
How to Invite the Most Honest Customer Feedback
Today’s Case Study: SurveyGizmo Do you have time for a survey? Can you give us some feedback? Tell me how I did! We are all…
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…
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...