Martha Brooke

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 season, let’s acknowledge that when an associate is incredibly helpful, it’s nice to be able to say “thanks!” Consider when an associate goes the extra mile: it feels good to […]

The prevalence of SurveyMonkey and other DIY survey platforms has made it cheap to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through. With a DIY Customer Survey, some of the areas you’ll need to address are: data accuracy […]

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 to me if you completed it. We hope you recommend us.” I get he wants a positive review, but this is an example of clear survey bias. Essentially, my rep […]

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 under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). In other words, you would expect their patient surveys to […]

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 Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane. On June 26th, Martha leads an Executive Club Track session on Expert Customer Feedback. […]

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 Listening always meets the same 5 standards. Meeting these standards achieves dependable, high-insight data. Failing to meet these standards often steers companies off course. These 5 standards are not an […]

Interactive Data Motivates Teams Measuring the customer experience is crucial, but visualizing that measurement with interactive data is equally important. Here’s why: dynamic data motivates teams to take action and facilitates collaboration across departments. Without productive next steps there is no customer experience improvement, much less customer experience transformation. So, whether you use customer surveys, […]

On April 24th, catch Customer Experience Speaker, Martha Brooke at the CX Analytics Summit held at the Porsche Experience Center in L.A. Hosted by Interaction Metrics’ partner CallMiner, Martha will lead the workshop “Practical Ways to Improve Your Customer Listening“. Workshop Description It’s hard to take a step without being asked to take a customer […]

April 2019: Catch customer experience speaker, Martha Brooke at 2 national conferences: Operations Summit in Columbus, OH and the Smart Customer Service track of CRM Evolution in Washington, DC. Both conferences focus on the latest technologies and strategies driving the customer experience. The first day of Operations Summit, on April 9, in a Master Class […]

For years, Gallup Research has reported on the impact of employee engagement on profits. Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. For instance, in 2013, Gallup Research found that more engaged employees have 21% higher productivity, 37% less […]

I like taking customer surveys and do so nearly every time I have useful feedback to share. Perhaps it’s because I’m in the survey business. Or perhaps it’s because I like to feel “heard” as a customer. Either way, I’m a sucker for a survey. I usually buy my groceries at Whole Foods or Safeway. […]

Popular platforms (like SurveyMonkey and SurveyGizmo) are great for survey deployment—but only after you’ve carefully designed and vetted your questions. Make sure to account for the numerous difficulties and problems that can arise in survey design.