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...Read more By Mark Jarrett
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...Read more By Mark Jarrett
June 24, 2020 NEWS: Shep Hyken—The Future of Customer Feedback Shep Hyken and Martha Brooke had a great conversation (6-23-2020) about the future of customer feedback. Check it out here! They covered survey fatigue–it’s through...Read more By Mark Jarrett
February 27, 2020 Agreeing and Disagreeing with the LA Times The Los Angeles Times (Sunday, Feb 23, Business Section) describes me as “a vocal critic of survey culture.” Am I? Only sort of. It’s true,...Read more By Martha Brooke
February 10, 2020 Interaction Metrics Honors Yaskawa America with its Gold Award Portland, OR: Feb. 10, 2020 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2019 Gold Award. This is the...Read more By Mark Jarrett
June 21, 2019 Medallia’s Rachel Lane and Martha Brooke, a CCW Influencer, Join Forces at Customer Contact Week Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic, join her Advanced...Read more By Martha Brooke
April 21, 2019 Newly Added Event, April 24th: Martha Brooke Speaks at the CX Analytics Summit in Los Angeles On April 24th, catch Customer Experience Speaker, Martha Brooke at the CX Analytics Summit held at the Porsche Experience Center in L.A. Hosted by Interaction...Read more By Martha Brooke
April 4, 2019 Customer Experience Speaker, Martha Brooke Presents at 2 Conferences this Month April 2019: Catch customer experience speaker, Martha Brooke at 2 national conferences: Operations Summit in Columbus, OH and the Smart Customer Service track of CRM...Read more By Martha Brooke
February 25, 2019 Interaction Metrics Issues Gold Customer Experience Award The Drives & Motion Division of Yaskawa America, Inc. has been recognized for its customer experience excellence with the prestigious Interaction Metrics Gold Award.To achieve the Gold Award, nearly 100 aspects of Yaskawa were analyzed using statistically-valid samples derived from customer feedback surveys sent to End-Users, Distributors, OEMs, and Yaskawa employees.The customer experience metric used to evaluate Yaskawa’s success is QCI™ Score (Quality of Customer Interaction). By Martha Brooke
May 4, 2017 May 2017: Dedicated to Improving Customer Service & Measuring CX ROI Martha will be speaking at two events this month. On May 8, you can find her in Los Angeles at the ASOA ASCRS Annual Congress,...Read more By Martha Brooke
November 1, 2016 Retailers Waste Time with Critically Flawed Surveys It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. But do you ever wonder…do they really care what I...Read more By Martha Brooke
July 31, 2014 NYC August 20: The Future of Customer Service Martha is speaking during the closing keynote panel of Customer Service Experience (part of Customer Solutions Expo) at the Marriott Marquis in New York on...Read more By Martha Brooke
July 3, 2014 Bob Thompson’s Hooked on Customers: Companies Listen Up! The team at Interaction Metrics loved Bob Thompson’s Hooked on Customers. We thought the overall premise—that companies need more than “strategies,” they need the right...Read more By Martha Brooke
April 2, 2014 Current State of Customer Service: 55% 55%: As of March 31, 2014, we’ve calculated the current Quality of Customer Interaction (QCI™) Benchmark Score. We’ve been tracking this cumulative measure of customer...Read more By Martha Brooke
January 21, 2014 Current State of Customer Service: 54% Since 2011, Interaction Metrics has tracked the quality of customer service and published the cumulative Quality of Customer Interaction (QCI™) Benchmark Score. As of Dec....Read more By Martha Brooke