Martha Brooke, CCXP

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 right.” DEI programs may be right, but it’s no secret that they are controversial in the workforce. Employees are often skeptical when a workplace diversity survey is introduced, which makes […]

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 on the Internet, they can each tell 6,000.” Whether those numbers are exactly right is questionable, but the sentiment certainly underscores the importance of keeping your customers happy – which […]

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 to consultants and tech vendors, it can feel like every company is suddenly a Net Promoter Score expert. But what most companies offer is the easy part: sending your NPS […]

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, I’m talking about the word “surveys”. Surveys have become a ubiquitous aspect of customer interactions, and customers are exhausted. Right now, there are 240 unread emails in my inbox — […]

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 Interaction Metrics, our mission is to collect science-based facts, so I can’t understand why any organization would seek to game its surveys. Still, Providence may have its reasons. At any […]

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 immediate yet lasting change? Do you need a lengthy class or book on customer experience principles? Nope! Short is sweet, and this brief article gives you a primer on the […]

 Customer interaction is the lifeblood of any company. It includes associates answering customers’ questions, staff engaging with prospects at the conference booth, and onboarding new customers. In short, customer interaction extends throughout the entire customer journey. And it includes a company’s surveys! A survey asks about a customer’s interactions, but it is also in […]

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 don’t need everyone’s feedback to get the real picture, which is why today I am addressing how to calculate sample size. Sampling is the art and science of choosing the right […]

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 all. But a recent experience with Fox Rent a Car showed me a new way to game a customer survey — resulting in ONLY the data they want to see […]

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 value as way to measure experiences, and as a lever to improve them. AI is a powerful tool. But all too often, “AI” is slapped onto products without it being […]

Bain & Company’s Rob Markey says “no” to customer anonymity. But it’s not so clear. 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 respondents who might otherwise feel embarrassed or fear reprisal can answer honestly. In the context […]

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 they have different agendas and focal areas. The best way to think about CX vs. UX is that customer experience spans the ENTIRE customer journey. UX is a piece of […]