Reports - Interaction Metrics

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Report: Largest Retailers Their Surveys Challenged

Report: Poorly Done Medical Surveys with Solutions

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E-book: The CX Metrics You REALLY Need

Blog Directory

Customer Feedback

Customer Experience Science
December 8, 2020
Your Open-Ended Survey Questions are Missing One Thing!
September 14, 2020
Employee Satisfaction: The Covid-19 Metrics You Need to Know
August 31, 2020
Why You Need a Closed-Loop Survey—and How to Do It!
July 21, 2020
Not Another Word Cloud—Please!
June 19, 2020
Is Your COVID-19 Survey Giving you Actionable Facts?
June 4, 2020
3 Ways to Improve Your Surveys
February 24, 2020
Are You Begging for a Thank You with Your Email Survey?
November 26, 2019
How to Ace Your DIY Customer Satisfaction Survey
November 11, 2019
List of the 20 MOST Common Survey Flaws
September 17, 2019
Want to Improve the Patient Experience? Stop Sending Bad Surveys
July 23, 2019
Here Are the 5 Standards of Excellent Customer Listening
May 29, 2019
Interactive Data is the Future, Here’s Why
May 15, 2019
Gallup Says Engagement Matters, What Are You Doing About It?
March 27, 2019
Want Feedback? Make It So Simple a Kid Could Do It
March 14, 2019
How to Use a Research Mindset to Avoid Huge Survey Blunders
February 19, 2019
How to Shorten Your Survey & Avoid Junk Data
January 30, 2019
Answering NPR: Why 5-Star Rating Systems Don’t Work
January 15, 2019
SlideShare: 5 Errors Satisfaction Surveys Make
December 22, 2018
How to Invite the Most Honest Customer Feedback
December 10, 2018
6 Steps to Improve Your Customer Satisfaction Surveys
March 24, 2017
Bad Customer Survey Questions: Throw Them Out!
December 14, 2016
GUEST POST: Customer Experience Measurement: Why it is Vitally Important but Badly Done! – by Ian Golding
December 12, 2016
Fake Customer Survey Data
September 28, 2016
Customer Experience: Benchmarking or Innovating?
August 10, 2016
How to Improve Your Customer Survey
July 22, 2016
How Any Outcome Metric Falls Short
June 30, 2016
Analyzing Unstructured Data
June 16, 2016
Want to Fix Your Touchpoints? Lose NPS.
May 31, 2016
Analyze Your Verbatim Comments!
April 12, 2016
Customer Survey Bias: Here’s the Fix
April 7, 2016
Break Your NPS® Routine
February 17, 2016
Beyond Surveys: Capturing the Real Customer Experience
June 24, 2015
Get a Better Customer Satisfaction Survey
June 17, 2015
Fix Common Survey Errors with a Smart Process
May 6, 2015
Video: How to Fix Common Survey Errors
May 5, 2015
Your Survey (Probably) Sucks: 5 Survey Errors
April 24, 2015
Customer Interviews: Your Most Valuable Research Tool
March 6, 2015
Surveys: Know What Your Customers Are Good For—and What They’re NOT!
February 12, 2015
3 Satisfaction Survey Mistakes from a Gift Basket Co.
February 4, 2015
A Phone Survey that Doesn’t Listen
August 26, 2014
AT&T Didn’t Apologize. The Remedy? Measure Empathy.
August 21, 2014
NPS: A Tired, Generic Question
July 9, 2014
How to Avoid Survey Fatigue
June 27, 2014
3 Questions Verbatims Answer
March 7, 2014
Are Employees Rigging Your Customer Feedback?
February 26, 2014
Missed Opportunities in Unstructured Data
January 24, 2014
3 Shortfalls of Net Promoter Scores
December 18, 2013
Customer Feedback Tools: Social vs. Traditional
December 14, 2012
Unstructured Data: Start With an Open Mind
August 12, 2011

Customer Experience

Customer Experience: Should You Optimize or Improve?
January 16, 2020
Get ROI on Your Great Customer Service
August 11, 2017
Improve Your Customer Service Interactions
May 18, 2017
GUEST POST: Jerry Sokol on Customer Experience Metrics
December 20, 2016
Customer Experience: Use The Right Metrics
August 23, 2016
Starbucks: Your Customer is NOT Your Guinea Pig
August 18, 2016
Friendly Customer Service Is NOT Enough
January 22, 2016
“Talk Your Walk” with Branded Customer Service
January 15, 2016
Proactive Solutions Score: One Call Does It All
January 9, 2016
The Hot Soup Surprise Was Great Customer Service!
December 9, 2015
Use Customer Service to Support Your Brand
January 9, 2015
Comcast’s Mistake: Not Investing in Good Customer Service Training
August 1, 2014
Why Customer Service Evaluations Matter
April 29, 2014
Why the Right Customer Experience Metrics Matter
April 4, 2014
Need a Call Center? Ask These 4 Questions
March 4, 2014
Reinforce Your Brand with Customer Service
January 13, 2014
3 Quick Tips to Improve Your Customer Experience
December 12, 2013
9 Core Customer Service Principles
July 30, 2013
3 Tips to Fix Bad Customer Service
July 18, 2013
Avoid these 2 Big Customer Service Errors
June 25, 2013
Bad Customer Service: Why it Happens
June 10, 2013
Branded Customer Service: Improve Customer Retention
November 27, 2012
Why You Need Better Customer Service Metrics
February 17, 2012
You Responded, But Did You Answer the Customer’s Question?
January 31, 2012
Key Customer Service Channels: Email and Chat
November 30, 2011
Why Customer Service Language Matters
October 19, 2011
Branding Customer Touchpoints: Why Most Companies Aren’t Cutting it
September 21, 2011
Best Customer Service: 3 Quick Keys
August 1, 2011

News & Activities

Distribution Talk: Jason Bader Interviews Martha
November 18, 2020
NEWS: Shep Hyken—The Future of Customer Feedback
June 24, 2020
Agreeing and Disagreeing with the LA Times
February 27, 2020
Interaction Metrics Honors Yaskawa America with its Gold Award
February 10, 2020
Medallia’s Rachel Lane and Martha Brooke, a CCW Influencer, Join Forces at Customer Contact Week
June 21, 2019
Customer Experience Speaker, Martha Brooke Presents at 2 Conferences this Month
April 4, 2019
Interaction Metrics Issues Gold Customer Experience Award
February 25, 2019
May 2017: Dedicated to Improving Customer Service & Measuring CX ROI
May 4, 2017
NYC August 20: The Future of Customer Service
July 31, 2014
Bob Thompson’s Hooked on Customers: Companies Listen Up!
July 3, 2014
Current State of Customer Service: 55%
April 2, 2014
Current State of Customer Service: 54%
January 21, 2014
Customer Service Still Gets a Failing Grade
September 25, 2013
NYC | Customer Service Experience Conference
August 19, 2013
Customer Service Gets a Failing Grade
June 22, 2013

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