Martha Brooke
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. Or perhaps it’s because I like to feel “heard” as a customer.
Either way, I’m a sucker for a survey.
I usually...
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 companies go through the motions, conducting customer surveys just to say they did it. ...
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.
But what if your surveys are so long they distort your metrics? Or, suppose only outliers take you...
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 uses 5-star rating systems.
According to NYU professor John Horton who researched online marketpla...
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 too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-u...
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...
