Martha Brooke

“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 gives your brand substance and depth. While your competitors are busy showing their brand simply through advertising, you’ll be cementing...

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 experience—but a preventable one. Companies that solve all problems in one call offer the best customer experience and maximize their...

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 if I wanted chicken soup. “That’d be great,” I replied, assuming it was just a sympathetic comment and not an...

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 customer experience, especially when it comes to the experiences customers have with contact centers. According to CallMiner, companies may have 45...

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 here are a few more ideas and resources. Participants shared lots of comments and questions, so here are a few...

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. From sampling issues to poorly worded questions, the state of customer feedback is weak. It’s especially unfortunate because, with a...

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 of errors surveys make, but these are 5 of the worst. Check out our latest Slideshare about this topic and...

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 don’t capture your customers’ complex thoughts and feelings—about you, your marketplace and your industry. To get a detailed picture of...

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 insights did the company hope to gain here? If a large number of respondents answered “Poor,” what would that…

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 are fed up with long surveys full of questions that don’t apply to them, and their responses to these surveys...

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 you ignore the capabilities of customer service to communicate your company’s values, you miss a crucial opportunity to show customers...

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 them. Since I was in a good mood—and I had a question for the company—I said ok. Unfortunately, it was...

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, 2014), David Segal covered a particularly bad customer service experience with AT&T. To summarize: AT&T wasted countless hours of a doctor’s...

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 Comcast, Michelle deHaaff correctly points out in her blog that an incident like this “could be happening in your company...

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 not measuring Net Promoter Score correctly. He says poor sampling is to blame: “They may have very poor response rates, or...

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 right habits—is correct. As customer experience auditors, we come across lots of companies who pride themselves on satisfaction, but what...

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 SurveyMonkey “is now processing survey responses at the rate of 2.2 million per day, up from 1 million a day...

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 at a situation in which a computer misunderstood human language. We’re not surprised. As we’ve said before, customer experiences are...

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 it seems that customer service is in part driving customer dissatisfaction. And that makes sense. With the ubiquity of streaming 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 customer service since 2011, and this quarter hasn’t seen much improvement (Q4/2013 was 54%). Our QCI™ Benchmark is based on 137...

New Posts