April 13, 2024 From a Data Die-Hard: How to Write Good Survey Questions Does your company issue customer surveys, but you’re not getting the insights you need? Read on for a quick class on how to write good...Read more By Martha Brooke
April 5, 2024 Survey Question Bias: Stop the Skew Here’s a fact: Survey question bias gives you skewed data. Another fact? Biased surveys are everywhere. Survey biases can be obvious but often subtle, and...Read more By Martha Brooke
March 26, 2024 How to Improve Your Customer Satisfaction Surveys: Start Now! While customer surveys have become a standard part of nearly every transaction, most surveys fail to engage; even worse, they fail to collect reliable data....Read more By Martha Brooke
January 24, 2024 The Cost of Customer Satisfaction: Survey Program Costs Last Updated: February 24, 2025 What are typical customer survey program costs? Clients ask this all the time, and the answer varies widely. A...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: 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 How To Choose Net Promoter Score Vendors, Consultants & Survey Companies Last Updated: April 3, 2025 When you start shopping for a Net Promoter Score (NPS) partner, you’ll find no shortage of options. From survey platforms...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, 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 How To Calculate Sample Size & Supercharge Your CX Program Last Updated: January 10, 2025 Clients often ask, “How do we get every customer to take our survey?” But here’s the counterintuitive truth: you...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 When & Where AI for Customer Experience Fits Updated 10/17/2024: Artificial Intelligence has infiltrated every market, and the customer experience is no exception. While AI for customer experience is nascent, it already shows tremendous...Read more By Martha Brooke