May 23, 2025 New & Improved: 9 Core Customer Service Principles Our Most Popular Blog, Rewritten for the Feedback Era Back in 2013, we published a blog on the 9 Core Customer Service Principles—and it struck...Read more By Martha Brooke
May 9, 2025 New & Improved: How to Increase Response Rate We’ve just updated our blog on How to Increase Response Rate with even more insights and detailed breakdowns! It now contains tons of useful new...Read more By Martha Brooke
May 9, 2025 New & Improved: Customer Experience Research Firms We’ve just updated our blog on Customer Experience Research Firms with even more insights and detailed breakdowns! It now contains tons of useful new information,...Read more By Martha Brooke
April 3, 2025 New & Improved: How to Choose A Net Promoter Company We’ve just updated our blog on How to Choose A Net Promoter Company with even more insights and detailed breakdowns! It now contains tons of useful new...Read more By Jack Hahn
February 25, 2025 New & Improved: Customer Survey Program Costs We just updated our Customer Survey Program Costs guide with even more insights and detailed breakdowns! What used to be a high-level overview is now...Read more By Mikaela Neal
February 6, 2025 News Update: Refreshed Article On Net Promoter Score! Great news: We just updated our blog article on Net Promoter Score to include tons of new information! What used to be an article focusing...Read more By Jack Hahn
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