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.
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...
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....
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...
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...
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:…
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...
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...