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February 27, 2020

Agreeing and Disagreeing with the LA Times

The Los Angeles Times (Sunday, Feb 23, Business Section) describes me as “a vocal critic of survey culture.” Am I? Only sort of. It’s true,...
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By Martha Brooke

February 24, 2020

3 Ways to Improve Your Surveys

Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? You’re right. Most surveys are so flawed they’re broken. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way. I also examined an Alaska Airlines Read more...

By Martha Brooke

January 16, 2020

Customer Experience: Should You Optimize or Improve?

Lately, at Interaction Metrics, we’ve been discussing the difference between striving to optimize and striving to improve. Specifically, should you optimize your customer experience or...
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By Martha Brooke

November 26, 2019

Are You Begging for a Thank You with Your Email Survey?

Every day, everywhere, companies send email surveys, smiley face surveys, or call to request our customer feedback. It’s overwhelming. However, as we enter the holiday...
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By Martha Brooke

November 11, 2019

How to Ace Your DIY Customer Satisfaction Survey

The prevalence of Survey Monkey and other DIY survey platforms has made it cheap and easy to implement customer satisfaction surveys. And while these platforms...
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By Martha Brooke

September 17, 2019

List of the 20 MOST Common Survey Flaws

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. It would mean a lot...
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By Martha Brooke

July 23, 2019

Want to Improve the Patient Experience? Stop Sending Bad Surveys

In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge impact and...
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By Martha Brooke

June 21, 2019

Medallia’s Rachel Lane and Martha Brooke, a CCW Influencer, Join Forces at Customer Contact Week

Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic, join her Advanced...
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By Martha Brooke

May 29, 2019

Here Are the 5 Standards of Excellent Customer Listening

In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: high quality Customer...
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By Martha Brooke

Do you know the 5 benefits of CX science? Find out!

5 minute read: Take your CX program to the next level.