Reports - Interaction Metrics

Largest Retailers: Their Surveys Under the Microscope

Example of a Poorly Done Medical Survey with Solutions

Customer Experience: Ignite Change!

Get CX Metrics that Boost Actionability

Customer Feedback

20 Checks 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
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
Voice of the Customer: It’s NOT About You!
December 14, 2016
GUEST POST: Customer Experience Measurement: Why it is Vitally Important but Badly Done! – by Ian Golding
December 12, 2016
A Really BIG Customer Satisfaction Survey No-No
September 28, 2016
Are You Benchmarking OR Innovating?
August 10, 2016
Genius Tips to Improve Your Customer Survey
July 22, 2016
What You’ll Never Get from NPS (Or Any Other Outcome Metric)
June 30, 2016
Unstructured Data Defined
June 16, 2016
Want to Fix Your Touchpoints? Lose NPS.
May 31, 2016
Analyze Your Verbatim Comments!
April 12, 2016
Your Customer Survey is Biased: 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—Your Questions Asked and Answered
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 Mistakes a Gift Basket Co. Made with Their Satisfaction Survey
February 4, 2015
Car Rental Co. Fails to Listen with Their Phone Survey
August 26, 2014
AT&T Didn’t Apologize. The Remedy? Measure Empathy.
August 21, 2014
NPS: A Tired, Generic Question
July 9, 2014
3 Ways to Avoid Survey Fatigue
June 27, 2014
3 Questions Verbatims Answer
March 7, 2014
Are Employees Rigging Your Customer Feedback?
February 26, 2014
Verbatim Analysis of Unstructured Data Identifies Missed Opportunities
January 24, 2014
3 Shortfalls of Net Promoter Scores
December 18, 2013
Customer Feedback: Social vs. Traditional Tools
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
Gallup Says Engagement Matters, What Are You Doing About It?
March 27, 2019
Ready to Get ROI on Your Great Customer Service? Think “Conversionally”
August 11, 2017
One Concept that Improves All 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
One Call Does It All: Get there with the Proactive Solutions Score
January 9, 2016
The Hot Soup Surprise Was Great Customer Service!
December 9, 2015
Case Study: How to Use Customer Service to Support Your Brand
January 9, 2015
Learning from Comcast’s Mistakes: Good Customer Service Training Improves Your Brand
August 1, 2014
A Lesson in 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
Branded Customer Service: Reinforce Your Brand’s Values Through 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
Here’s Why Bad Customer Service Happens
June 10, 2013
Improve Customer Retention with Branded Customer Service
November 27, 2012
Why You Need Better Customer Service Metrics
February 17, 2012
You Responded, But Did You Answer the Question?
January 31, 2012
Email and Chat Are Key Customer Service Channels
November 30, 2011
Why Language Matters in Customer Service
October 19, 2011
Branding Customer Touchpoints: Why Most Companies Aren’t Cutting it
September 21, 2011
3 Quick Keys to the Best Customer Service
August 1, 2011

News & Activities

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
The Interaction Metrics Difference
May 20, 2015
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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