Interaction Metrics Blog

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Interaction Metrics News

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...
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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...
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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,...
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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...
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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...
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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...
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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...
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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...
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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...
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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,...
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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...
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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...
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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...
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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...
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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