Customer Feedback
Why You Need a Closed-Loop Survey—and How to Do It!
Not Another Word Cloud—Please!
Is Your COVID-19 Survey Giving you Actionable Facts?
3 Ways to Improve Your Surveys
Are You Begging for a Thank You with Your Email Survey?
How to Ace Your DIY Customer Satisfaction Survey
List of the 20 MOST Common Survey Flaws
Want to Improve the Patient Experience? Stop Sending Bad Surveys
Here Are the 5 Standards of Excellent Customer Listening
Interactive Data is the Future, Here’s Why
Want Feedback? Make It So Simple a Kid Could Do It
How to Use a Research Mindset to Avoid Huge Survey Blunders
How to Shorten Your Survey & Avoid Junk Data
Answering NPR: Why 5-Star Rating Systems Don’t Work
SlideShare: 5 Errors Satisfaction Surveys Make
How to Invite the Most Honest Customer Feedback
6 Steps to Improve Your Customer Satisfaction Surveys
Voice of the Customer: It’s NOT About You!
GUEST POST: Customer Experience Measurement: Why it is Vitally Important but Badly Done! – by Ian Golding
A Really BIG Customer Satisfaction Survey No-No
Are You Benchmarking OR Innovating?
Genius Tips to Improve Your Customer Survey
What You’ll Never Get from NPS (Or Any Other Outcome Metric)
Unstructured Data Defined
Want to Fix Your Touchpoints? Lose NPS.
Analyze Your Verbatim Comments!
Your Customer Survey is Biased: Here’s the Fix
Break Your NPS® Routine
Beyond Surveys: Capturing the Real Customer Experience
Get a Better Customer Satisfaction Survey—Your Questions Asked and Answered
Fix Common Survey Errors with a Smart Process
Video: How to Fix Common Survey Errors
Your Survey (Probably) Sucks: 5 Survey Errors
Customer Interviews: Your Most Valuable Research Tool
Surveys: Know What Your Customers Are Good For—and What They’re NOT!
3 Mistakes a Gift Basket Co. Made with Their Satisfaction Survey
Car Rental Co. Fails to Listen with Their Phone Survey
AT&T Didn’t Apologize. The Remedy? Measure Empathy.
NPS: A Tired, Generic Question
3 Ways to Avoid Survey Fatigue
3 Questions Verbatims Answer
Are Employees Rigging Your Customer Feedback?
Verbatim Analysis of Unstructured Data Identifies Missed Opportunities
3 Shortfalls of Net Promoter Scores
Customer Feedback: Social vs. Traditional Tools
Unstructured Data: Start With an Open Mind
Customer Experience
Customer Experience: Should You Optimize or Improve?
Gallup Says Engagement Matters, What Are You Doing About It?
Ready to Get ROI on Your Great Customer Service? Think “Conversionally”
One Concept that Improves All Your Customer Service Interactions
GUEST POST: Jerry Sokol on Customer Experience Metrics
Customer Experience: Use The Right Metrics
Starbucks: Your Customer is NOT Your Guinea Pig
Friendly Customer Service Is NOT Enough
“Talk Your Walk” with Branded Customer Service
One Call Does It All: Get there with the Proactive Solutions Score
The Hot Soup Surprise Was Great Customer Service!
Case Study: How to Use Customer Service to Support Your Brand
Learning from Comcast’s Mistakes: Good Customer Service Training Improves Your Brand
A Lesson in Why Customer Service Evaluations Matter
Why the Right Customer Experience Metrics Matter
Need a Call Center? Ask These 4 Questions
Branded Customer Service: Reinforce Your Brand’s Values Through Customer Service
3 Quick Tips to Improve Your Customer Experience
9 Core Customer Service Principles
3 Tips to Fix Bad Customer Service
Avoid these 2 Big Customer Service Errors
Here’s Why Bad Customer Service Happens
Improve Customer Retention with Branded Customer Service
Why You Need Better Customer Service Metrics
You Responded, But Did You Answer the Question?
Email and Chat Are Key Customer Service Channels
Why Language Matters in Customer Service
Branding Customer Touchpoints: Why Most Companies Aren’t Cutting it
3 Quick Keys to the Best Customer Service
News & Activities
NEWS: Shep Hyken—The Future of Customer Feedback
Agreeing and Disagreeing with the LA Times
Interaction Metrics Honors Yaskawa America with its Gold Award
Medallia’s Rachel Lane and Martha Brooke, a CCW Influencer, Join Forces at Customer Contact Week
Customer Experience Speaker, Martha Brooke Presents at 2 Conferences this Month
Interaction Metrics Issues Gold Customer Experience Award
May 2017: Dedicated to Improving Customer Service & Measuring CX ROI
The Interaction Metrics Difference
NYC August 20: The Future of Customer Service.
Bob Thompson’s Hooked on Customers: Companies Listen Up!
Current State of Customer Service: 55%
Current State of Customer Service: 54%
Customer Service Still Gets a Failing Grade
NYC | Customer Service Experience Conference
Customer Service Gets a Failing Grade
