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June 9, 2022

Measuring Customer Satisfaction: A Customer Experience Consultant’s View

Companies depend on happy customers to thrive. And yet… customer indifference is the norm. The latest average American Customer Satisfaction Index score is 73.2. And...
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By Martha Brooke

May 16, 2022

How to Match B2B Customer Satisfaction Survey Questions to B2B CX

According to McKinsey & Company, consumer companies score 65% to 85% on customer satisfaction. But the average score for B2B companies is under 50%. That’s...
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By Martha Brooke

April 20, 2022

How to Improve Survey Results: 3 things you (probably) don’t know that will make your surveys worth the effort

Companies everywhere use surveys to measure customer satisfaction. But are their surveys good? When thinking about how to improve survey results, the usual path a...
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By Martha Brooke

October 14, 2021

Need a Customer Survey Company? Let’s Find Out!

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you...
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By Martha Brooke

September 21, 2021

Futureproof: Customer Service with a Human Touch

Is human connection a pillar of your brand? Are your people central to your company’s core values? If so, your customer service should be staffed...
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By Martha Brooke

July 29, 2021

The Worst Customer Survey Mistake

From misrepresentative samples to insufficient use of logic gating, there are myriad mistakes companies make with their surveys—mistakes that lead to inaccurate, unscientific data. But...
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By Martha Brooke

June 23, 2021

Customer Success: 5 Hacks for Your Customer Survey

1-Minute read. A life of better surveys. While customer surveys may seem simple, there’s a lot behind them and a lot that can go wrong....
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By Martha Brooke

April 26, 2021

NFTs: A New Asset Class Sheds Light on the Customer Experience

The NFT (short for Nonfungible Token) is a new asset class that’s as abstract as an investment gets. Unlike real estate or equities where you own property or a share of a company, an NFT only gives you an NFT; it points to nothing outside of itself. You don’t own a thing or even the...
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By Martha Brooke

January 4, 2021

Customer Experience Science

In 1620, Francis Bacon broke with the conventions of his time by articulating a new approach to investigating nature. It’s what we now call the...
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By Martha Brooke

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