January 26, 2024 Call Center Training: Jason Bader Interviews Martha Brooke In this episode of the podcast Distribution Talk, Jason Bader has a far-reaching conversation with Martha Brooke. Martha briefly touches on how Interaction Metrics measures...Read more By Kaitlyn Bartley
January 24, 2024 Navigating Customer Survey Program Costs: The Ultimate Guide What are typical customer survey program costs? Clients ask this question all the time. Unfortunately, it’s like asking how much a dress costs. A beach...Read more By Martha Brooke
December 13, 2023 Workplace Diversity Survey: For DEI Program Success Amazon CEO Jeff Bezos said, “It’s not only that diversity and inclusion are good for our business. It’s more fundamental than that — it’s simply...Read more By Martha Brooke
December 8, 2023 How to Get Customer Feedback: Tips for Your Success Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy...Read more By Martha Brooke
December 1, 2023 Net Promoter Score Company: What to Look For! Looking to hire a Net Promoter Score company? Most Net Promoter Score companies will offer to send your NPS survey, but that’s the easy part....Read more By Martha Brooke
November 21, 2023 What Is Net Promoter Score (NPS) & Why Does It Matter? Last Updated: February 6, 2025 The Net Promoter Score (NPS) is the most well-known customer satisfaction metric used by two-thirds of the Fortune 1000 companies....Read more By Kaitlyn Bartley
November 3, 2023 S@*#!$%: The One Word to Scrub from Your Email Subject Lines for Surveys Stop using the s-word! As soon as we see it in email subject lines for surveys, most of us hit the delete button. Of course,...Read more By Martha Brooke
October 31, 2023 “Only an 8? Not a 10 today?” Gamed HealthCare Surveys What’s going on with Providence’s healthcare surveys? Does Providence’s CEO Rod Hochman want to execute a strategy based on gamed survey data? Seems unlikely. At...Read more By Martha Brooke
October 25, 2023 DEI Skepticism Can Be an Opportunity, Says Orange County Fire Authority Former IBM CEO Ginni Rometty said, “Diversity and inclusion are not policies and programs. They have been integral to our habits, practices and purpose for...Read more By Kaitlyn Bartley
October 16, 2023 6 Customer Experience Principles for Immediate, Lasting Change Your CEO has come to embrace customer success! Terrific! And you’ve been tapped to lead a customer experience team. But where should you focus for...Read more By Martha Brooke
September 14, 2023 5 Ways B2B CX Stands Apart In 90 seconds, Kaitlyn Bartley explains 5 ways B2B CX is different. McKinsey & Company reports that B2B companies score substantially lower 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 How To Calculate Sample Size & Supercharge Your CX Program Last Updated: January 10, 2025 Clients often ask, “How do we get every customer to take our survey?” But here’s the counterintuitive truth: you...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