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September 21, 2021

Futureproof: Customer Service with a Human Touch

Is human connection a pillar of your brand? Are your people central to your company’s core values? If so, your customer service should be staffed...
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By Martha Brooke

July 29, 2021

The Worst Customer Survey Mistake

From misrepresentative samples to insufficient use of logic gating, there are myriad mistakes companies make with their surveys—mistakes that lead to inaccurate, unscientific data. But...
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By Martha Brooke

June 23, 2021

Customer Success: 5 Hacks for Your Customer Survey

1-Minute read. A life of better surveys. While customer surveys may seem simple, there’s a lot behind them and a lot that can go wrong....
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By Martha Brooke

June 10, 2021

Interaction Metrics Completes its Brand Overhaul

No more useless data! Biased questions are out. Representative samples are in. Objectivity is the standard. Nuanced analysis wins. Fed up with disappointing customer service...
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By Research Team

April 26, 2021

NFTs: A New Asset Class Sheds Light on the Customer Experience

The NFT (short for Nonfungible Token) is a new asset class that’s as abstract as an investment gets. Unlike real estate or equities where you own property or a share of a company, an NFT only gives you an NFT; it points to nothing outside of itself. You don’t own a thing or even the...
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By Martha Brooke

March 18, 2021

Yaskawa America Wins the Superior CX Award

Portland, OR: March 16, 2021 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2020 Superior Customer Experience award. This...
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By Research Team

January 4, 2021

Customer Experience Science

In 1620, Francis Bacon broke with the conventions of his time by articulating a new approach to investigating nature. It’s what we now call the...
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By Martha Brooke

November 18, 2020

Distribution Talk: Jason Bader Interviews Martha

NEWS: Jason Bader interviews Martha Brooke about Surveys in Pandemic Times Nov 11, 2020: Jason Bader, Supply Chain & Distribution Thought Leader interviewed Martha Brooke...
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By Research Team

September 14, 2020

Your Open-Ended Survey Questions are Missing One Thing!

Does your customer feedback include open-ended survey questions? If so, what are you doing with the verbatim comments? Are you simply reading them? Or, are...
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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.