September 14, 2023 5 Ways B2B CX Stands Apart McKinsey & Company reports that B2B companies score substantially lower on customer satisfaction than consumer companies. One reason B2B companies underperform on customer satisfaction...Read more By Martha Brooke
August 18, 2023 Customer Interaction: 7 Lessons for Lowe’s—Or Any Company That Sends Net Promoter Surveys Customer interaction is the lifeblood of any company. It includes associates answering customers’ questions, staff engaging with prospects at the conference booth, and onboarding...Read more By Martha Brooke
August 8, 2023 Survey Sample Size: How to Use Sampling to Supercharge Your CX Program Clients ask me these questions all the time: “For a precise analysis, won’t it be expensive to examine every customer comment?” “How can we get...Read more By Martha Brooke
August 3, 2023 Fox Rent a Car: Stop Gaming Your Surveys 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...Read more By Martha Brooke
July 26, 2023 Customer Experience: Could AI Tools Be Your Solution? Everyone is talking about using AI tools to measure the customer experience. Here we explain when AI companies like Clarabridge and CallMiner are the right...Read more By Kaitlyn Bartley
July 10, 2023 B2B: When & Where AI for Customer Experience Fits Artificial Intelligence is rapidly infiltrating new markets, and the customer experience sector is no exception. While customer experience artificial intelligence is still nascent, AI for...Read more By Martha Brooke
June 21, 2023 Should Customer Surveys be Anonymous? 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...Read more By Martha Brooke
June 19, 2023 CX vs. UX: The Yin and Yang of Customer Loyalty 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...Read more By Martha Brooke
June 6, 2023 Customer Empathy: Everything You Think You Know is Wrong Empathy is trendy. Qualtrics XM Institute[i] has declared 2023 the Year of Empathy, and Forbes Magazine calls empathy the “most important leadership skill”.[ii] Because of...Read more By Martha Brooke
