June 16, 2025 New & Improved: How to Avoid Survey Fatigue We’ve completely updated our blog on how to avoid survey fatigue. The problem has only grown—but now we go deeper, showing: Why millions more surveys...Read more By Martha Brooke
June 5, 2025 New & Improved: Survey Text Analysis We’ve completely updated our blog on how to analyze open-ended survey responses. The core ideas still apply—but now we go further, showing: Why sentiment analysis...Read more By Martha Brooke
May 23, 2025 New & Improved: 9 Core Customer Service Principles Our Most Popular Blog, Rewritten for the Feedback Era Back in 2013, we published a blog on the 9 Core Customer Service Principles—and it struck...Read more By Martha Brooke
May 19, 2025 B2B Customer Experience Research—Latest CXPA Roundtable Customer experience research is evolving rapidly—especially for B2B companies, where their high-value relationships demand precision insights. That’s why earlier this month, for our B2B CXPA...Read more By Martha Brooke
May 9, 2025 New & Improved: How to Increase Response Rate We’ve just updated our blog on How to Increase Response Rate with even more insights and detailed breakdowns! It now contains tons of useful new...Read more By Martha Brooke
May 9, 2025 New & Improved: Customer Experience Research Firms We’ve just updated our blog on Customer Experience Research Firms with even more insights and detailed breakdowns! It now contains tons of useful new information,...Read more By Martha Brooke
May 1, 2025 22 Best Practices for Surveys: Tips for Writing, Design, and Analysis You’ve probably been on the receiving end of a bad survey. Maybe it asked you to rate a delivery you never received. Or it forced...Read more By Martha Brooke
April 24, 2025 What Is Customer Effort Score (CES) & Why Does It Matter? Customer Effort Score (CES) measures how hard it is for your customers to get help from your customer service teams. And if you’ve ever had...Read more By Martha Brooke
April 18, 2025 17 Alternatives To Qualtrics: Key Features & Use Cases Compared Qualtrics is the industry standard for customer experience surveys. But that doesn’t mean it’s the right fit for everyone. If you’re a large enterprise with...Read more By Martha Brooke
April 10, 2025 60+ Different Survey Types & Methods (and When to Use Them) A lot of businesses collect customer feedback—but do they turn it into real insight, or just a stack of random data? An even bigger question:...Read more By Martha Brooke
March 13, 2025 How Can Sentiment Analysis Be Used to Improve Customer Experience? Sentiment analysis reveals the emotions your customers feel—but knowing how they feel is only useful if you know why they feel the emotion in the...Read more By Martha Brooke
February 21, 2025 How to Improve Your NPS Score: 21 Strategies Your Net Promoter Score (NPS) isn’t just another number—it’s a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who...Read more By Martha Brooke
July 29, 2024 The Science of CX Surveys: Greg Kihlström Interviews Martha Brooke In this episode of the Agile Brand podcast with Greg Kihlström, Martha Brooke discusses the science of CX surveys. Martha touches on why most customer...Read more By Martha Brooke
May 16, 2024 Customer Experience Research Firms: What to Look for and Why It Matters Last Updated: May 8, 2025 Looking for a customer experience research firm? The best firms go beyond surface-level feedback to deliver data you can act...Read more By Martha Brooke
April 16, 2024 Customer Experience Strategy: Paradigm Shift! Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has...Read more By Martha Brooke