Interaction Metrics Blog

Unpacking the science of customer experience (CX) & customer success.

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Highlights the latest in Customer Experience.

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...
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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...
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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...
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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...
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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...
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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...
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By Martha Brooke

May 16, 2022

Rules for Writing B2B Customer Satisfaction Survey Questions

According to McKinsey & Company, B2B companies score less than 50% on customer satisfaction. But consumer companies score between 65% and 85%. That’s a big...
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By Martha Brooke

April 20, 2022

How to Improve Survey Results: 3 things you (probably) don’t know that will make your surveys worth the effort

Companies everywhere use surveys to measure customer satisfaction. But are their surveys good? When thinking about how to improve survey results, the usual path a...
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By Martha Brooke

October 14, 2021

Need a Customer Survey Company? Let’s Find Out!

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you...
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By Martha Brooke

September 21, 2021

Futureproof: Customer Service with a Human Touch

Is human connection a pillar of your brand? Are your people central to your company’s core values? If so, your customer service should be staffed...
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By Martha Brooke

July 29, 2021

The Worst Customer Survey Mistake

From misrepresentative samples to insufficient use of logic gating, there are myriad mistakes companies make with their surveys—mistakes that lead to inaccurate, unscientific data. But...
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By Martha Brooke

June 23, 2021

Customer Success: 5 Hacks for Your Customer Survey

While customer surveys may seem simple, there’s a lot behind them and a lot that can go wrong. Customer Success Directors know that surveys are...
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By Martha Brooke

June 10, 2021

Interaction Metrics Completes its Brand Overhaul

No more useless data! Biased questions are out. Representative samples are in. Objectivity is the standard. Nuanced analysis wins. Fed up with disappointing customer service...
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By Mark Jarrett

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

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