Martha Brooke thinks about customer experiences differently: "Experiences can be measured—and measuring is how you improve—but only if your measurement is sufficiently nuanced." To spread her ideas about metrics to companies everywhere, Martha Brooke founded Interaction Metrics in 2004. Interaction Metrics provides insightful customer feedback and rigorous customer service evaluations.

Martha is certified in Black Belt Six Sigma and prior to Interaction Metrics, worked for two dotcoms (Lucy.com and Food.com). Now, in addition to overseeing client programs, Martha leads top-rated workshops and sessions for the National Investment Company Service Association (NICSA), the American Society of Plastic Surgeons (ASPS), the Score Conference, Customer Solutions Expo, American Marketing Association, Operations Summit and other professional associations.

Martha Speaks About:

  • Reinforce Your Company's Brand: Brand Your Customer Service

  • Get Your Survey Out of a Rut, Get a Better Survey

  • Net Promoter Score®: The Pros & Cons

  • Customer Satisfaction Surveys: How to Eliminate Biases & Flaws

  • The Best Customer Experience Metrics

  • Interaction Thinking: A New Perspective on the Possibilities of Surveys & Service

  • The Future of Customer Experience

Martha covers these topics in a wide range of formats such as interactive workshops, sessions, panels, and webinars. Contact us to request the Martha Brooke Thought Leadership Program. Martha’s certifications and affiliations include:

 

CNNiReport
Customer Think
Black Belt Six Sigma
Engagement Optimization