Meet our Interaction Metrics GPT!
Interaction Metrics
by Kaitlyn Bartley
1d ago
Introducing the latest team member to join Interaction Metrics: there’s now an Interaction Metrics GPT!   You can ask our OpenAI-backed search bot anything you want about customer surveys, customer service, or anything else related to measuring and improving the customer experience. Check it out here!  Here are a few questions you might want to ask it:   What are some best practices for getting customer feedback?  What’s an NPS score?  What is weighting in surveys?   What is survey sampling?   What are some common examples of survey bias? &nb ..read more
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Call Center Training: Jason Bader Interviews Martha Brooke
Interaction Metrics
by Kaitlyn Bartley
3w ago
In this episode of the podcast Distribution Talk, Jason Bader has a far-reaching conversation with Martha Brooke. Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Martha explains that customer service is a subset of customer experience and discusses how to evaluate and elevate call center interactions based on four key dimensions: Efficiency, Information, Connection, and Differentiation; within each dimension, there are usually several elements. Case Study Explored: Martha and Jason dissect a dis ..read more
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Workplace Diversity Survey: Your Guide to DEI Program Success
Interaction Metrics
by Martha Brooke
2M ago
Amazon CEO Jeff Bezos said, “It’s not only that diversity and inclusion are good for our business. It’s more fundamental than that — it’s simply right.” DEI programs may be right, but it’s no secret that they are controversial in the workforce. Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. To solve this, here’s our guide to implementing a workplace diversity survey that will give you actionable results and lay the foundation for a successful DEI program. But first, consider this truth: without scientific d ..read more
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How to Get Customer Feedback: 16 Tips for Your Success
Interaction Metrics
by Martha Brooke
2M ago
Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” Whether those numbers are exactly right is questionable, but the sentiment certainly underscores the importance of keeping your customers happy – which is precisely why you need to know how to get customer feedback. Let’s face it: if you don’t get accurate, actionable customer feedback, you risk losing customers – and opportunities to innovate and improve. What’s Customer Feedback? Why Is It Impo ..read more
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Net Promoter Score Company: What to Look For!
Interaction Metrics
by Martha Brooke
2M ago
Looking to hire a Net Promoter Score company? Most Net Promoter Score companies will offer to send your NPS survey, but that’s the easy part. Most likely, what you really care about is doing your survey in a way that: Reflects well on your brand Enables you to boost your score Tracks results over time The key to increasing your Net Promoter Score is understanding the core principles of customer experience (CX) and knowing when (and when not) to use NPS. Furthermore, it’s about employing NPS strategically as part of a total customer program. Unfortunately, the Net Promoter Score is frequentl ..read more
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Net Promoter Score (NPS): Pros & Cons
Interaction Metrics
by Kaitlyn Bartley
3M ago
The Net Promoter Score (NPS) is the most well-known customer satisfaction metric used by two-thirds of the Fortune 1000 companies. But it’s also easy to misunderstand and misuse. Created in 2003 by Fred Reichheld of Bain & Company, the Net Promoter Score (NPS) asks: “How likely are you to recommend us to a friend or colleague?” Customers answer on a 0-10 scale. Then, the Net Promoter Score (NPS) is the percent of promoters (9-10) minus the percent of detractors (0-6). That means if everyone rated you a 9 or a 10, your NPS Score would be 100! However, the average NPS Score is a far cry fr ..read more
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S@*#!$%: The One Word to Scrub from Your Email Subject Lines for Surveys
Interaction Metrics
by Martha Brooke
3M ago
Stop using the s-word! As soon as we see it in email subject lines for surveys, most of us hit the delete button. Of course, I’m talking about the word “surveys”. Surveys have become a ubiquitous aspect of customer interactions, and customers are exhausted. Right now, there are 240 unread emails in my inbox — 9 of them with email subject lines for surveys – and that’s from this week alone! Am I going to respond to any of them? Nope! Sorry, I don’t have the time. Companies prod us to take a survey after every transaction, whether it’s buying a car, going to the doctor, staying in a hotel, flyi ..read more
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“Only an 8? Not a 10 today?” Gamed HealthCare Surveys
Interaction Metrics
by Martha Brooke
4M ago
What’s going on with Providence’s healthcare surveys? Does Providence’s CEO Rod Hochman want to execute a strategy based on gamed survey data? Seems unlikely. Or is Providence Health & Services unaware that it collects deeply flawed survey data? Seems more likely. At Interaction Metrics, our mission is to collect science-based facts, so I can’t understand why any organization would seek to game its surveys. Still, Providence may have its reasons. At any rate, here’s what happened: Recently, my friend, John, had a call with Providence. At the end of the 25-minute interaction, the employee ..read more
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6 Customer Experience Principles for Immediate yet Lasting Change
Interaction Metrics
by Martha Brooke
4M ago
Your CEO has come to embrace customer success! Terrific! And you’ve been tapped to lead a customer experience team. But where should you focus for immediate yet lasting change? Do you need a lengthy class or book on customer experience principles? Nope! Short is sweet, and this brief article gives you a primer on the critical customer experience principles you need for high-impact, laser-focused success. Whether you’re in B2B or retail, the six principles apply. And if you already have a CX program, this is a great brainstorming refresher. Let’s get started! Getting Your Team on Board But fir ..read more
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Customer Interaction: 7 Lessons for Lowe’s—Or Any Company That Sends Net Promoter Surveys
Interaction Metrics
by Martha Brooke
6M ago
 Customer interaction is the lifeblood of any company. It includes associates answering customers’ questions, staff engaging with prospects at the conference booth, and onboarding new customers. In short, customer interaction extends throughout the entire customer journey. And it includes a company’s surveys! A survey asks about a customer’s interactions, but it is also in itself an interaction. Many companies seem to have forgotten that fact, Lowe’s included. And since the survey is a customer interaction, failing your customer satisfaction survey approach means you’ll likely leave your cu ..read more
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