Presented by Martha Brooke
Customer Experience Consulting: The First Step Toward Better CX
Before you run another survey, make sure it’s the right one.
Expert Analysis + Included Software = 2x Better Insights
No software costs. No learning curve. Just results.
Fuel Your Thinking!
Every company, and every customer, is different. That’s why the smartest CX programs start with conversation, not code. Before you launch another survey, take a step back to make sure it’s the right one.
Every customer experience consulting session is unique and focused on you: your company, your goals, your employees, and your customers.
You choose the level of support. Some clients keep their existing platforms (Qualtrics, Medallia, SurveyMonkey) and simply rely on us for expert guidance. Others hand us the reins to run the entire process. Either way, you get a clear path forward based on evidence—not guesswork.
Here’s How to Start:
1. Free Survey Audit
Start with a complimentary review of your current survey. We’ll analyze your questions, response rates, and setup to see what’s working and what’s not. Request a Free Survey Audit ›
2. CX Consulting Session
If your audit shows the need for deeper refinement, we’ll move into a mini-consulting project. You’ll receive a clear Statement of Work (SOW) outlining how we can strengthen your approach—whether that means reworking survey design, improving communications, or identifying better methods like customer service evaluations or interviews.
Find Out More About Customer Experience Consulting ➔
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The First Step in Your CX Journey
Many companies start by launching a survey—but not every problem is a survey problem. Sometimes, you need customer service evaluations, interviews, or a specialized survey that emphasizes open-ended feedback instead of ratings.
That’s why our customer experience consulting is designed as the first step: we review your current survey (for free if you’d like), identify what’s working, and outline exactly what will give you the most honest, actionable data.
From there, you can keep your existing software and use us as your CX advisor, or have us manage and execute your programs end-to-end. Either way, you get science-backed, bias-free guidance to ensure every question counts.
Your Customer Experience Expert
Your session will be with Martha Brooke, CCXP & Six Sigma Black Belt. Martha is a founding member of CXPA and leads monthly roundtables on specialty topics.
During your consulting session, Martha brings her scientific approach to CX—analyzing your survey questions, showing examples of successful surveys and portals, and helping you connect data to action.
You can ask Martha anything, from when to use Net Promoter Score to how to gauge customer experience (CX) or when to measure employee experience (EX). The result is clarity on what to measure, why it matters, and how to get meaningful insights from every customer response.
As Dennis Fitzgerald of Yaskawa America says, “Martha has her fingers on the pulse of today’s CX activity!”
Find Out More About Customer Experience Consulting ➔
Martha Brooke, CCXP & Six Sigma Black Belt, learns about you and recommends the best methods for your objectives.
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Trusted by Companies Like Yours
What Bad Surveys Cost You
Bad surveys create blind spots—missed problems, wasted effort, and lost customers.
In this free guide, you’ll learn the five most common survey mistakes—and how to fix them.
You’ll see examples of better survey questions, proven ways to boost response rates, and how to turn survey data into insights your teams can actually use.
Get our Free Guide and stop bad data in its tracks.
Deep Dive: Because You’re Here for the Details
You stayed with us this far, so you’re not just browsing—you’re building. Let’s get into it.
What You’ll Learn in Your CX Consulting Session
What you get out of your free customer experience consulting session depends on what yoYour session with Martha Brooke isn’t theory—it’s working time. Together, you’ll examine your surveys, review your current listening tools, and identify exactly where your programs can be improved.
Depending on your priorities, Martha can show you:
What you’ll learn from objective customer service evaluations, and how those results connect to your overall customer experience strategy.
How to increase response rates through better timing, subject lines, and audience targeting.
The best methods for your goals—whether that’s higher engagement, more reliable metrics, or deeper insights.
Ways to boost your Net Promoter Score by addressing experience gaps instead of chasing numbers.
How to improve your survey design so it’s clear, unbiased, and friction-free.
How to analyze customer comments using both qualitative interpretation and text analytics.
How to get more value from Medallia, Qualtrics, or SurveyMonkey, using their data for real insight instead of dashboard clutter.
Every consulting session is tailored to your specific needs. Whether you’re looking to optimize survey validity, boost participation, or transform feedback into measurable outcomes, Martha helps you connect the dots between survey software and human insight—so your data finally drives change.
Beyond Software: Human Insight That Makes Surveys Work
Most companies already have survey tools. What they’re missing is what those tools can’t provide: interpretation, context, and action.
That’s where our customer experience consulting begins. We take the surveys you’re already running and refine every question, scale, and follow-up so your data tells the truth about your customers.
Software can give you metrics, but it takes human expertise to interpret them and turn data into strategy.
Why Customer Experience Consulting Matters
Your customers’ perceptions shape every part of your business. But improving those perceptions requires more than automated dashboards or off-the-shelf surveys. It requires strategy, scientific design, and human judgment.
That’s why our customer experience consulting programs combine human-centered design, advanced analytics, and behavioral science to uncover what drives satisfaction, customer loyalty, and long-term retention.
We look beyond scores to understand your customer journey, highlight pain points, and build a strategic roadmap that links customer insight to measurable business results.
Customer Experience Consulting Services
At Interaction Metrics, every project starts with evidence.
For many clients, that evidence begins with a simple consulting session—an expert review of your survey and feedback systems to identify whether a new design, interviews, or customer service evaluations will give you clearer insight.
Our customer experience consulting services are custom-built for your business, whether that means redesigning a survey program, mapping the entire customer journey, or aligning employee engagement with customer outcomes.
We design, test, and validate survey instruments so your insights are statistically sound, bias-free, and truly actionable—something no software can guarantee on its own.
We work with you to:
- Analyze your current customer experience
- Clarify your customer experience vision
- Identify customer expectations and unmet needs
- Choose metrics to track meaningful change
- Turn customer feedback into data-driven action
Each engagement produces a clear plan with tangible outcomes—a blueprint you can use to refine your strategy, strengthen customer relationships, and drive measurable growth.
Considerations for Your Customer Experience Programs
Every company is unique, which means every customer experience program must be designed differently. Still, the most successful programs share a few non-negotiable standards—each rooted in survey science and methodological rigor:
Objectivity: Every survey, interview, and evaluation method is vetted for bias to ensure scientific impartiality.
Solid Sampling: Sampling approaches are designed for statistical validity, ensuring that results represent your true customer base.
Analysis: Clients receive full access to datasets along with transparent, detailed explanations of how findings are interpreted.
Metrics: We use proven tools like Net Promoter, Customer Effort, and our proprietary Competitive Edge framework—each applied thoughtfully with its strengths and limitations clearly explained.
Dashboards and Portals: Interactive portals enable clients to filter data, view key metrics, and identify areas for improvement instantly.
Tracking Studies: Consistent metrics allow changes to be measured over time, providing a clear view of CX transformation and customer loyalty trends.
List Management: Each contact list is customized with tailored email delivery and suppression controls to avoid over-surveying.
Actionable Insights: We move beyond numbers to provide specific, prioritized recommendations for measurable improvement.
Interaction Evaluations: Because surveys are only one piece of the puzzle, we often complement them with observed interactions, text analysis, or in-depth customer interviews.
These standards define the difference between a customer experience consulting firm and a survey vendor. They ensure that every CX measurement you make is accurate, actionable, and ready to drive meaningful change.
Customer Experience Vision and Strategy
Before you can improve, you need a clear definition of success.
Our customer experience consultants help you define what excellence looks like for your organization and build the systems to measure it.
We connect leadership priorities to CX strategy, aligning internal culture, technology, and metrics around a shared goal: delivering exceptional customer experiences that exceed customer expectations.
With Martha Brooke’s guidance, you’ll understand how to measure customer satisfaction, where to eliminate pain points, and how to transform feedback into progress.
Customer Insights That Drive Growth
Our approach begins with your customer data—but it doesn’t end there.
We combine qualitative feedback, analytics, and predictive analytics to find the “why” behind every metric. By studying customer interactions and analyzing customer segmentation, we reveal which moments build trust, where loyalty breaks down, and how to deliver seamless, personalized experiences.
The result: smarter decisions, happier customers, and a stronger competitive advantage.
Customer and Employee Experience
Customer experience and employee experience are inseparable. Your employees shape every conversation, every delivery, every outcome.
That’s why our CX consulting services evaluate internal culture and employee engagement as part of every project.
When your team feels supported, your customers feel it too, resulting in better service, stronger customer retention, and measurable business success.
Journey Mapping and Experience Design
To improve the experience, you must first see it clearly.
Through journey mapping, we visualize every stage of the customer journey, identifying friction points and opportunities for improvement.
This process connects analytics and human centered design—so you don’t just fix broken steps, you reimagine how customers feel at each touchpoint.
It’s how we help clients deliver experiences that are consistent, responsive, and unforgettable.
Customer Experience Transformation
Transformation doesn’t happen from a single project—it happens through systems, habits, and leadership alignment.
Our customer experience transformation programs bring structure to your improvement efforts, integrating CX metrics, key metrics, and clear governance so every department owns its part of the experience.
We’ll show you how to turn measurement into momentum, and momentum into measurable outcomes.
Customer Satisfaction and Loyalty Metrics
We help you go beyond tracking customer satisfaction to understanding what drives it.
It’s an approach rooted in customer experience measurement consulting, where data accuracy and interpretive rigor matter as much as the scores themselves.
Using the Net Promoter System, Customer Effort, and proprietary scoring, we analyze your performance against customer needs, customer expectations, and brand perception.
You’ll know exactly where to focus to build stronger relationships and exceed customer expectations across every channel.
Consulting Services That Deliver Results
Every consulting service we offer is grounded in science, not guesswork.
Our CX consultants combine deep expertise in survey methodology, analytics, and behavioral science to produce measurable business results.
We’ll help you refine your operational processes, improve listening systems, and align every function around the metrics that matter most.
That’s how we transform insight into meaningful change and data into sustained success.
Customer Experience and Digital Transformation
Digital transformation means nothing if it doesn’t improve the human experience.
We guide you in integrating digital tools, advanced analytics, and machine learning to enhance the customer journey and create more personalized interactions.
By blending automation with empathy, we help you stay connected at scale—creating happier customers and a more resilient brand.
Experience Consulting That Fuels Growth
Our experience consulting is about connection: connecting customer data to decisions, employees to purpose, and insights to measurable progress.
We help your teams build customer centric systems that strengthen customer loyalty, increase customer engagement, and drive driving growth through better experiences.
Because when you optimize the experience, everything else follows.
Deep Expertise, Real Impact
With decades of experience in CX consulting, Martha Brooke and her team bring a rare combination of analytical rigor and creative problem-solving.
From designing new feedback loops to reengineering entire CX strategy programs, we provide specific expertise that helps your organization move faster, listen better, and act smarter.
That’s how we help you build a competitive edge and achieve tangible outcomes you can see in your bottom line.
Start Your Customer Experience Consulting Session
Ready to see what true customer experience consulting looks like?
Book a session with Martha Brooke, CCXP & Six Sigma Black Belt, and explore your unique opportunities to enhance both customer and employee experience.
You’ll walk away with clarity, a set of key metrics, and a plan to create exceptional experiences that last.
Let’s Build Exceptional Experiences Together
Your customers and employees deserve experiences grounded in empathy, precision, and science.
With Interaction Metrics, you’ll get a partner who turns customer insight into measurable outcomes and measurable business results.
Because when you understand your customers deeply, you don’t just improve satisfaction, you transform the future state experience of your brand.
Ready to Get Started?
Whether you need a one-time consultation to validate your surveys or a full-scale CX research program, we’ll meet you where you are. Our process always starts with insight—because the right first step sets the tone for everything that follows.
Reach out today to schedule your customer experience consulting session with Martha Brooke and see what focused, science-based insight can do for your business.
Find Out More Customer Experience Consulting ➔
Martha Brooke, CCXP & Six Sigma Black Belt, learns about you and recommends the best methods for your objectives.
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