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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 Mark Jarrett

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 Mark Jarrett

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

August 31, 2020

Employee Satisfaction: The Covid-19 Metrics You Need to Know

Bill Gates said, “The coronavirus pandemic pits all of humanity against the virus.” And that about summarizes our current state. While it’s unifying how we’re...
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By Martha Brooke

July 21, 2020

Why You Need a Closed-Loop Survey—and How to Do It!

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. Simple requests were rewarded by silence. And if I had an issue...
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By Martha Brooke

June 24, 2020

NEWS: Shep Hyken—The Future of Customer Feedback

Shep Hyken and Martha Brooke had a great conversation (6-23-2020) about the future of customer feedback. Check it out here! They covered survey fatigue–it’s through...
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By Mark Jarrett

June 19, 2020

Not Another Word Cloud—Please!

Geoff Colvin writes in ‘The Simple Metric That’s Taking Over Big Business’ (May 2020, Fortune magazine) the star of Net Promoter is its follow-up question,...
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By Martha Brooke

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