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Customer Feedback
Customer Experience Science
Your Open-Ended Survey Questions are Missing One Thing!
Employee Satisfaction: The Covid-19 Metrics You Need to Know
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
Gallup Says Engagement Matters, What Are You Doing About It?
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
Bad Customer Survey Questions: Throw Them Out!
GUEST POST: Customer Experience Measurement: Why it is Vitally Important but Badly Done! – by Ian Golding
Fake Customer Survey Data
Customer Experience: Benchmarking or Innovating?
How to Improve Your Customer Survey
How Any Outcome Metric Falls Short
Analyzing Unstructured Data
Want to Fix Your Touchpoints? Lose NPS.
Analyze Your Verbatim Comments!
Customer Survey Bias: Here’s the Fix
Break Your NPS® Routine
Beyond Surveys: Capturing the Real Customer Experience
Get a Better Customer Satisfaction Survey
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 Satisfaction Survey Mistakes from a Gift Basket Co.
A Phone Survey that Doesn’t Listen
AT&T Didn’t Apologize. The Remedy? Measure Empathy.
NPS: A Tired, Generic Question
How to Avoid Survey Fatigue
3 Questions Verbatims Answer
Are Employees Rigging Your Customer Feedback?
Missed Opportunities in Unstructured Data
3 Shortfalls of Net Promoter Scores
Customer Feedback Tools: Social vs. Traditional
Unstructured Data: Start With an Open Mind
Customer Experience
NFTs: A New Asset Class Sheds Light on the Customer Experience
Customer Experience: Should You Optimize or Improve?
Get ROI on Your Great Customer Service
Improve 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
Proactive Solutions Score: One Call Does It All
The Hot Soup Surprise Was Great Customer Service!
Use Customer Service to Support Your Brand
Comcast’s Mistake: Not Investing in Good Customer Service Training
Why Customer Service Evaluations Matter
Why the Right Customer Experience Metrics Matter
Need a Call Center? Ask These 4 Questions
Reinforce Your Brand with 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
Bad Customer Service: Why it Happens
Branded Customer Service: Improve Customer Retention
Why You Need Better Customer Service Metrics
You Responded, But Did You Answer the Customer’s Question?
Key Customer Service Channels: Email and Chat
Why Customer Service Language Matters
Branding Customer Touchpoints: Why Most Companies Aren’t Cutting it
Best Customer Service: 3 Quick Keys
News & Activities
Interaction Metrics Completes its Brand Overhaul
Yaskawa America Wins the Superior CX Award
Distribution Talk: Jason Bader Interviews Martha
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
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
