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 Net Promoter Score (NPS): Pros & Cons The Net Promoter Score (NPS) is the most well-known customer satisfaction metric used by two-thirds of the Fortune 1000 companies. But it’s also easy to...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
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 Survey Sample Size: How to Use Sampling to Supercharge Your CX Program Clients ask me these questions all the time: “For a precise analysis, won’t it be expensive to examine every customer comment?” “How can we get...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
