Category: Customer Experience Strategy

We’ve completely updated our blog on B2B customer satisfaction survey questions. Too many B2B surveys still produce scores—but no clear action. In this update, we show: If your survey isn’t changing anything, this post shows how to rebuild it into a decision-grade listening system. 👉 Read the updated post.

Customer experience management software is everywhere. From big platforms like Qualtrics and Medallia, to cheap tools offering free plans and simple summaries. This explosion of customer experience management software explains why every company everywhere is sending surveys. But what’s the quality of those surveys? Usually poor. We know they’re not actionable because, even as companies […]

Customer experience research is evolving rapidly—especially for B2B companies, where their high-value relationships demand precision insights. That’s why earlier this month, for our B2B CXPA Roundtable, I hosted Matt Egol, Jack-Morgan Mizell, and Gillian Salerno-Rebic to explore the possibilities and limitations of using AI for research. I posed questions to the group to get their take […]

You’ve probably been on the receiving end of a bad survey. Maybe it asked you to rate a delivery you never received. Or it forced you to choose between three irrelevant response options, none of which applied to you. Or perhaps you actually took the time to explain a problem in your own words, and […]

Customer Effort Score (CES) measures how hard it is for your customers to get help from your customer service teams. And if you’ve ever had a hard time canceling a subscription or fixing a billing issue, you know exactly why it matters. Has this ever happened to you? You clicked through five help articles, waited […]

A lot of businesses collect customer feedback—but do they turn it into real insight, or just a stack of random data? An even bigger question: do they actually know which types of customer satisfaction surveys best match their goals? When most people talk about “different survey types,” they focus on delivery formats: online surveys, phone […]

Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and deliver personalized support every step of the way. Today’s rising CX demands mean AI, omnichannel engagement, and deep personalization are no longer “nice-to-have” in your customer data platform—they’re essential features […]

Your Net Promoter Score (NPS) isn’t just another number—it’s a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. But here’s the problem: too many companies chase a better NPS the wrong way—bombarding […]

If you ask your marketing team, “What’s our brand?” they’ll give you principles wrapped up in a snappy slogan. Ask them how they allocate their budget, and they’ll list ads, social media, and conference costs. But if you ask them what their customer service strategy is, you’ll probably get blank stares. Here are two realities […]

Last Updated: May 8, 2025 Looking for a customer experience research firm? The best firms go beyond surface-level feedback to deliver data you can act on—helping you retain customers, boost loyalty, and stand out from competitors. Here’s how to find the right partner and what makes research firms like Interaction Metrics different. Over 100 years […]

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. According to Forrester Research, in 2023, for the second year in a row, the quality of customer experience among U.S. brands declined. In […]

Introducing the latest team member to join Interaction Metrics: there’s now an Interaction Metrics GPT!   You can ask our OpenAI-backed search bot anything you want about customer surveys, customer service, or anything else related to measuring and improving the customer experience. Check it out here!  Here are a few questions you might want to […]