Introducing the latest team member to join Interaction Metrics: there’s now an Interaction Metrics GPT! You can ask our OpenAI-backed search bot anything you want about customer surveys, customer service, or anything else related to measuring and improving the customer experience. Check it out here! Here are a few questions you might want to […]
In this episode of the podcast Distribution Talk, Jason Bader has a far-reaching conversation with Martha Brooke. Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Martha explains that customer service is a subset of customer experience and discusses how to evaluate and […]
The Net Promoter Score (NPS) is the most well-known customer satisfaction metric used by two-thirds of the Fortune 1000 companies. But it’s also easy to misunderstand and misuse. Created in 2003 by Fred Reichheld of Bain & Company, the Net Promoter Score (NPS) asks: “How likely are you to recommend us to a friend or colleague?�? Customers answer […]
Last Updated: February 6, 2025 The Net Promoter Score (NPS) is the most well-known customer satisfaction metric used by two-thirds of the Fortune 1000 companies. But it’s also easy to misunderstand and misuse. Created in 2003 by Fred Reichheld of Bain & Company, the Net Promoter System finds out: “How likely are you to recommend […]
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Former IBM CEO Ginni Rometty said, “Diversity and inclusion are not policies and programs. They have been integral to our habits, practices and purpose for more than 100 years.” True enough, DEI is so much more than a policy, it’s an approach, and a set of priorities. It’s the way an organization conducts itself. But […]
Everyone is talking about using AI tools to measure the customer experience. Here we explain when AI companies like Clarabridge and CallMiner are the right fit. We also explain 2 situations when they are NOT the right fit. Check it out! Or, if you want to read more about AI for customer experience, check out […]