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 time while resolving a billing issue that had been going on […]


NYC August 20: The Future of Customer Service.

Martha is speaking during the closing keynote panel of Customer Service Experience (part of Customer Solutions Expo) at the Marriott Marquis in New York on Wednesday August 20, 11:45 AM. Along with Esteban Kolsky of ThinkJar, R. Wang of Constellation Research, Kate Leggett of Forester Research, she’ll be discussing the future of customer service. From […]


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 counts is execution, day in and day out. Bob drives this […]


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 other easy, low-cost television viewing options, customer expectations are probably […]


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, your company’s core values won’t be represented by your frontline staff. Certainly, ads can be engaging and commercials are sometimes entertaining. But once a customer walks into your store or phones […]


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 the best question and metric for your company? Now that NPS has become a fact of life for corporations, let’s weigh the pros and cons one more time. Let’s be clear: the […]


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 of September, 2013, the score is 54 out of 100; in other words, customer service gets a failing grade. Read about our methodology here. As we’ve mentioned before, other indices point […]


NYC | Customer Service Experience Conference

Tomorrow (Aug. 20th) I’ll be speaking at the Customer Service Experience Conference in NYC. Keith Dawson from Ovum and I will be discussing how to get high-insight, accurate feedback from customers. We’ll talk about customer satisfaction surveys, customer interviews, and a few other techniques. Attend and start improving the customer experience now! In the meantime, learn […]


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