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
December 22, 2022 B2B Customers: The Guide to Building Better Surveys How happy were your B2B customers this year? In 2023, what will you do differently? The reason I ask is that most B2B customers are...Read more By Martha Brooke
September 13, 2022 3 Tips to Improve Your Survey Response Rate What are you doing to boost your survey response rate? Nearly every day, I get at least one request to take a survey. I bet...Read more By Martha Brooke
June 9, 2022 Measuring Customer Satisfaction: A Customer Experience Consultant’s View Companies depend on happy customers to thrive. And yet… customer indifference is the norm. The latest average American Customer Satisfaction Index score is 73.2. And...Read more By Martha Brooke
