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.
B2B Customer Experience Research—Latest CXPA Roundtable
Customer experience research is evolving rapidly—especially for B2B companies, where their high-value relationships demand precision insights. That’s why earlier this month, for our B2B CXPA...
22 Best Practices for Surveys: Tips for Writing, Design, and Analysis
You’ve probably been on the receiving end of a bad survey. Maybe it asked you to rate a delivery you never received. Or it forced...
60+ Different Survey Types & Methods (and When to Use Them)
A lot of businesses collect customer feedback—but do they turn it into real insight, or just a stack of random data? An even bigger question:...
How Can Sentiment Analysis Be Used to Improve Customer Experience?
Sentiment analysis reveals the emotions your customers feel—but knowing how they feel is only useful if you know why they feel the emotion in...
How to Improve Your NPS Score: 21 Strategies
Your Net Promoter Score (NPS) isn’t just another number—it’s a direct reflection of customer trust and customer loyalty. A high NPS means happy customers...
Customer Experience Strategy: Paradigm Shift!
According to Forrester Research, in 2023, for the second year in a row, the quality of customer experience among U.S. brands declined. In addition,...
From a Data Die-Hard: How to Write Good Survey Questions
Does your company issue customer surveys, but you’re not getting the insights you need? Read on for a quick class on how to write...
Survey Question Bias: Stop the Skew
Here’s a fact: Survey question bias gives you skewed data. Another fact? Biased surveys are everywhere. Survey biases can be obvious but often subtle, and...
How to Improve Your Customer Satisfaction Surveys: Start Now!
While customer surveys have become a standard part of nearly every transaction, most surveys fail to engage; even worse, they fail to collect reliable...
Navigating Customer Survey Program Costs: The Ultimate Guide
What are typical customer survey program costs? Clients ask this question all the time. Unfortunately, it’s like asking how much a dress costs. A...
Workplace Diversity Survey: Your Guide to DEI Program Success
Amazon CEO Jeff Bezos said, “It’s not only that diversity and inclusion are good for our business. It’s more fundamental than that — it’s...
How to Get Customer Feedback: 16 Tips for Your Success
Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers...
S@*#!$%: The One Word to Scrub from Your Email Subject Lines for Surveys
Stop using the s-word! As soon as we see it in email subject lines for surveys, most of us hit the delete button. Of course,...Read…
“Only an 8? Not a 10 today?” Gamed HealthCare Surveys
What’s going on with Providence’s healthcare surveys? Does Providence’s CEO Rod Hochman want to execute a strategy based on gamed survey data? Seems unlikely. Or…
6 Customer Experience Principles for Immediate yet Lasting Change
Your CEO has come to embrace customer success! Terrific! And you’ve been tapped to lead a customer experience team. But where should you focus...
Customer Interaction: 7 Lessons for Lowe’s—Or Any Company That Sends Net Promoter Surveys
Customer interaction is the lifeblood of any company. It includes associates answering customers’ questions, staff engaging with prospects at the conference booth, and onboarding...
Survey Sample Size: How to Use Sampling to Supercharge Your CX Program
Use our calculator to determine your own survey sample size. Plus, we provide a quick explainer on how to use sampling to improve your...
Fox Rent a Car: Stop Gaming Your Surveys
Few things bother me more than unscrupulous business practices. As a Customer Experience Analyst with decades in the CX industry, I thought I’d seen it...Read…
3 Tips to Improve Your Survey Response Rate
Particularly after a trip, I am deluged with surveys from the hotel, airline, rental car, and more. I rarely take any of them. If...
Futureproof: Customer Service with a Human Touch
Is human connection a pillar of your brand? Are your people central to your company’s core values? If so, your customer service should be staffed...Read…