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 Read more…
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 Read more…
Image source: pexels.com 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 Read more…
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 Read more…
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 Read more…
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 Read more…
Source: pexels.com 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 Read more…
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.