Martha Brooke

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...

Are Employees Rigging Your Customer Feedback?

Ask employees what they want from a customer feedback survey, and all too often you’ll hear, “The top score!” When it comes to their...

Unstructured Data is a Gold Mine. How Good is Your Mining Strategy?

“Unstructured data,” i.e., data that cannot be captured via yes/no categories or multiple-choice formats, is all the rage with customer experience improvement experts. Customer...

Current State of Customer Service: 54%

Since 2011, Interaction Metrics has tracked the quality of customer service and published the cumulative Quality of Customer Interaction (QCI™) Benchmark Score. As of...

Branded Customer Service: Reinforce your brand’s values through customer service.

Does your customer service reinforce or weaken your brand? Our experience and research indicates that unless you're taking explicit steps to brand customer service,...

3 Shortfalls of Net Promoter Scores

Net Promoter Score (or NPS) rocked the customer feedback world when it came out ten years ago. Today, it's everywhere. But is it really...

3 Things You Can Do to Improve Your Customer Experience Before Lunch

We've written about it before; customer service gets a failing grade by our Quality of Customer Interaction (QCI™) Score. Other customer satisfaction metrics like...

Customer Service Still Gets a Failing Grade

Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As...

9 Customer Service Principles You Could be Missing: Lessons from It’s Just Lunch.

In Sunday's The Haggler (David Segal. "In Search of Romance and Maybe a Refund." New York Times, July 28, 2013), David Segal examines how...

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