Category: Customer Experience Strategy

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 immediate yet lasting change? Do you need a lengthy class or book on customer experience principles? Nope! Short is sweet, and this brief article gives you a primer on the […]

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 they have different agendas and focal areas. The best way to think about CX vs. UX is that customer experience spans the ENTIRE customer journey. UX is a piece of […]

Last updated: October 21, 2025 Companies depend on enthusiastic customers to grow and thrive. And yet, customer satisfaction remains elusive. As of Q2 2025, the American Customer Satisfaction Index average is 76.9; while typically, the XM Institute reports an average Net Promoter Score of 15. Why are so many companies still earning a C grade […]

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 copyright to a thing. So, on the face of it, NFTs shouldn’t be worth much. But in fact, they can sell for a lot! As in a lot a lot. Jack Dorsey sold the NFT to his first tweet (“just setting […]

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 Scientific Method, a way of thinking which remains the gold standard for how we comprehend the world today. Instead of looking to fate or mysticism to explain nature, the Scientific […]

Lately, at Interaction Metrics, we’ve been discussing the difference between striving to optimize and striving to improve. Specifically, should you optimize your customer experience or improve it? I’ve come down on the side of customer experience optimization because improvement is just too vague. For instance, many of us equate service and manufacturing quality with the Japanese […]

Benchmarking the customer experience will not always get you the metrics to grow and improve. But what is benchmarking? Customer Experience Benchmarking Benchmarking has a history of helping businesses compete in global markets. But these days, many companies are missing out on the opportunity to innovate due to an over-reliance on benchmarked metrics. The practice […]

Take Customer Experience Seriously from Martha Brooke

Last Updated: May 22, 2025 Great customer service doesn’t happen by accident. At Interaction Metrics, we’ve evaluated thousands of service interactions—and surveyed just as many customers—to understand what works and what fails when it comes to communicating with and supporting customers. What we’ve seen is that even well-meaning support teams underwhelm if they don’t have […]

There are a wide variety of customer feedback tools — but how do you know which ones to use? Collecting customer feedback drives customer experience improvement; becasuse, after all, “you can’t manage what you don’t measure.” So what about social media? Certainly, by its nature, social media is where customers go to communicate their feelings. […]