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...Read more 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...Read more 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...Read more 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...Read more 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...Read more 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...Read more 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,...Read more By Martha Brooke
June 4, 2020 Is Your COVID-19 Survey Giving you Actionable Facts? Are you staying safe? How are you feeling? With staggering societal upheaval, you probably want to understand how your partners, staff, and distributors are responding...Read more By Martha Brooke
February 27, 2020 Agreeing and Disagreeing with the LA Times The Los Angeles Times (Sunday, Feb 23, Business Section) describes me as “a vocal critic of survey culture.” Am I? Only sort of. It’s true,...Read more By Martha Brooke
