January 24, 2024 Navigating Customer Survey Program Costs: The Ultimate Guide What are typical customer survey program costs? Clients ask this question all the time. Unfortunately, it’s like asking how much a dress costs. A beach...Read more By Martha Brooke
December 13, 2023 Workplace Diversity Survey: For DEI Program Success Amazon CEO Jeff Bezos said, “It’s not only that diversity and inclusion are good for our business. It’s more fundamental than that — it’s simply...Read more By Martha Brooke
December 8, 2023 How to Get Customer Feedback: 16 Tips for Your Success Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy...Read more By Martha Brooke
December 1, 2023 Net Promoter Score Company: What to Look For! Looking to hire a Net Promoter Score company? Most Net Promoter Score companies will offer to send your NPS survey, but that’s the easy part....Read more By Martha Brooke
November 3, 2023 S@*#!$%: The One Word to Scrub from Your Email Subject Lines for Surveys Stop using the s-word! As soon as we see it in email subject lines for surveys, most of us hit the delete button. Of course,...Read more By Martha Brooke
October 31, 2023 “Only an 8? Not a 10 today?” Gamed HealthCare Surveys What’s going on with Providence’s healthcare surveys? Does Providence’s CEO Rod Hochman want to execute a strategy based on gamed survey data? Seems unlikely. At...Read more By Martha Brooke
October 16, 2023 6 Customer Experience Principles for Immediate yet Lasting Change Your CEO has come to embrace customer success! Terrific! And you’ve been tapped to lead a customer experience team. But where should you focus for...Read more By Martha Brooke
September 14, 2023 5 Ways B2B CX Stands Apart In 90 seconds, Kaitlyn Bartley explains 5 ways B2B CX is different. McKinsey & Company reports that B2B companies score substantially lower on customer satisfaction...Read more By Martha Brooke
August 18, 2023 Customer Interaction: 7 Lessons for Lowe’s—Or Any Company That Sends Net Promoter Surveys Customer interaction is the lifeblood of any company. It includes associates answering customers’ questions, staff engaging with prospects at the conference booth, and onboarding...Read more By Martha Brooke
August 8, 2023 Survey Sample Size: How to Use Sampling to Supercharge Your CX Program Clients ask me these questions all the time: “For a precise analysis, won’t it be expensive to examine every customer comment?” “How can we get...Read more By Martha Brooke
August 3, 2023 Fox Rent a Car: Stop Gaming Your Surveys Few things bother me more than unscrupulous business practices. As a Customer Experience Analyst with decades in the CX industry, I thought I’d seen it...Read more By Martha Brooke
July 10, 2023 B2B: When & Where AI for Customer Experience Fits Artificial Intelligence is rapidly infiltrating new markets, and the customer experience sector is no exception. While customer experience artificial intelligence is still nascent, AI for...Read more By Martha Brooke
June 21, 2023 Should Customer Surveys be Anonymous? Clients often ask: do we need to allow for customer anonymity in our surveys? Market researchers generally provide the option for customer anonymity so that...Read more By Martha Brooke
June 19, 2023 CX vs. UX: The Yin and Yang of Customer Loyalty CX vs. UX: I’m often asked what’s the difference. CX (short for customer experience) and UX (short for user experience) are sometimes used interchangeably. But...Read more By Martha Brooke
June 6, 2023 Customer Empathy: Everything You Think You Know is Wrong Empathy is trendy. Qualtrics XM Institute[i] has declared 2023 the Year of Empathy, and Forbes Magazine calls empathy the “most important leadership skill”.[ii] Because of...Read more By Martha Brooke