Are you capturing and measuring the real customer experience? How do you know? Customer feedback surveys are great because they can be objective and easy to implement. But they only capture the tiniest slice of the actual customer experience, especially when it comes to the experiences customers have with contact centers. According to CallMiner, companies […]
Customer service is an powerful tool that can support your brand or drag it down. Sometimes customer service reps do everything “right” but miss the point of your brand entirely. You work hard to define your brand, but if you ignore the capabilities of customer service to communicate your company’s values, you miss a crucial […]
Measuring empathy is the remedy for fixing bad customer service interactions. Here’s an example of customer service gone awry. In this past Sunday’s The Haggler, David Segal. “When Your Longest Call Is the One to Correct the Bill.” The New York Times, August 14, 2014, David Segal covered a particularly bad customer service experience with AT&T. To […]
By now, you’re probably one of the millions of people who have heard Comcast’s current call from H***. And while the spotlight is on Comcast, Michelle deHaaff correctly points out in her blog that an incident like this “could be happening in your company right now.” One Step Further We’d take this a step further. […]
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The team at Interaction Metrics loved Bob Thompson’s Hooked on Customers. We thought the overall premise—that companies need more than “strategies,” they need the right habits—is correct. As customer experience auditors, we come across lots of companies who pride themselves on satisfaction, but what counts is execution, day in and day out. Bob drives this […]
Last Updated: June 16, 2025 Never a day goes by that I don’t receive a survey request—sometimes multiple ones. I bet that’s true for you too. In 2013, SurveyMonkey processed approximately 1 million survey responses per day. By 2014, that number had already more than doubled to 2.2 million per day. And now? By 2025, SurveyMonkey […]
Most companies have many missed opportunities in their unstructured data. But what is it? “Unstructured data,” i.e., data that cannot be captured via yes/no categories or multiple-choice formats, is all the rage with customer experience improvement experts. Customer comments, chats with customer service, phone conversations—these are all great examples of unstructured data. What makes unstructured […]
The following tips to improve customer experience can help you boost your customer satisfaction quick. But first let’s take a look at the state of customer satisfaction. We’ve written about it before: customer service gets a failing grade by our Quality of Customer Interaction (QCI™) Score. Other customer satisfaction metrics like Net Promoter Score (NPS) […]
Last Updated: May 22, 2025 Great customer service doesn’t happen by accident. At Interaction Metrics, we’ve evaluated thousands of service interactions—and surveyed just as many customers—to understand what works and what fails when it comes to communicating with and supporting customers. What we’ve seen is that even well-meaning support teams underwhelm if they don’t have […]
Customer service errors are everywhere, but avoid these two big ones! Here’s an example of one: This past Sunday, The Haggler, David Segal “Halving the Portion, but Not the Price.” New York Times, June 23, 2013, wrote about how companies protect their profits by reducing package volume while charging the same amount. In other words, […]
Bad customer service: we’ve all had it, but why does it happen? In yesterday’s The Haggler (David Segal. Jun. 9, 2013. New York Times), David Segal praises Quicken Loans’ great customer service, which he attributes to their superior corporate culture. We don’t doubt that Quicken Loans provides great service (in fact, we would have scored […]
Customer service boils down to a simple give and take: customers have questions or problems and companies provide answers. It’s pretty straightforward. But all too often, customers are left befuddled, scratching their heads and wondering: “What did they mean? Were they listening? What do I do now?” Transparency and authenticity are the buzzwords of business. So […]