Martha Brooke

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...

3 Things that Fix Bad Customer Service, a Lesson from Security Networks

In Sunday's the Haggler (David Segal. "So You Thought You Canceled the Contract." New York Times, July 15, 2013), David Segal tells the story...

Why David Segal got Corporate-Speak & Our Authentic Answer.

This past Sunday, The Haggler, David Segal ("Halving the Portion, but Not the Price." New York Times, June 23, 2013) wrote about how companies...

Customer Service 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...

Corporate Culture Doesn’t Explain Why Customer Service is “Wretched.” We Do.

In yesterday's The Haggler (David Segal. Jun. 9, 2013. New York Times), David Segal praises Quicken Loans' great customer service, which he attributes to...

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