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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

January 16, 2020

Customer Experience: Should You Optimize or Improve?

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...
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By Martha Brooke

August 11, 2017

Get ROI on Your Great Customer Service

Getting an ROI on your great customer service is an important goal for any company. Customer Experience Helps ROI Whenever I run a webinar on...
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By Martha Brooke

May 18, 2017

Improve Your Customer Service Interactions

Another Customer Service Improvement Plan? In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which...
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By Martha Brooke

December 20, 2016

GUEST POST: Jerry Sokol on Customer Experience Metrics

Jerry Sokol writes for Biz Meets Tech and he recently wrote about something that’s always top of mind at Interaction Metrics—good customer experience metrics. Numbers...
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By Martha Brooke

August 23, 2016

Customer Experience: Use The Right Metrics

Goals If you’re not achieving your goals for the customer experience, you’re probably not measuring at the correct level; learn what that level is. Companies...
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By Martha Brooke

August 18, 2016

Starbucks: Your Customer is NOT Your Guinea Pig

When it comes to customer service, don’t let customers be your guinea pigs for internal changes. Here’s an example of what that looks like. What...
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By Martha Brooke

January 22, 2016

Friendly Customer Service Is NOT Enough

Invest in Customer Feedback Here’s the truth: friendly customer service is NOT enough. Often, companies don’t sufficiently invest in customer feedback evaluations because they believe...
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By Martha Brooke

January 15, 2016

“Talk Your Walk” with Branded Customer Service

Are you using branded customer service to represent your brand? If you’re not, you’re missing huge opportunities to improve. Your Company’s Brand Your company’s brand:...
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By Martha Brooke

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Do you know the 5 benefits of CX science? Find out!

5 minute read: Take your CX program to the next level.