If you ask your marketing team, “What’s our brand?” they’ll give you principles wrapped up in a snappy slogan. Ask them how they allocate their... Read more The post Customer Service Strategy: Your Brand in Action appeared first on Interaction Metrics ..read more

Your customer feedback dashboard is a powerful tool when used strategically. But dashboards are easy to underutilize and under-impress. Here’s our quick guide to getting... Read more The post Your Customer Feedback Dashboard: More Than Just a Pretty Face appeared first on Interaction Metrics ..read more

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your... Read more The post How a Customer Service Consulting Firm Can Grow Your Company appeared first on Interaction Metrics ..read more

In this episode of the Agile Brand podcast with Greg Kihlström, Martha Brooke discusses the science of CX surveys. Martha touches on why most customer... Read more The post The Science of CX Surveys: Greg Kihlström Interviews Martha Brooke appeared first on Interaction Metrics ..read more

Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” This observation ignited the auto industry and applies to the customer experience (CX) industry today. If you are looking at customer experience research firms, you are probably trying ..read more

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. According to Forrester Research, in 2023, for the second year in a row, the quality of customer experience among U.S. brands declined. In addition, the Average American Customer Satisfaction Index (ACSI) was 77 (a C+ grade) in 2023 and has been hovering in the mid-70s for years. What’s the missing link? How is it that companies implement customer experience initi ..read more

Does your company issue customer surveys, but you’re not getting the insights you need? Read on for a quick class on how to write good survey questions that result in objective, actionable data. Are you looking to improve your data right away and don’t want to read this entire post? Here are three tips I always give: Ask compelling but non-leading questions Craft an engaging survey invite—because getting a high response rate is key Combine your surveys with other methods Sit Back and Watch the 1-minute Video Interaction Metrics’ Kaitlyn Bartley gives you an example of a leading question ..read more

Here’s a fact: Survey question bias gives you skewed data. Another fact? Biased surveys are everywhere. Survey biases can be obvious but often subtle, and survey writers can be oblivious to them entirely. So, how do you make sure your survey is bias-free? Survey Question Bias: What It Is As my friend and I were ending lunch at a chain restaurant, our server brought the check. At the bottom, the receipt included a QR code for a survey. “I’d really appreciate it if you give me 9s and 10s on the survey,” our server said. “I won’t get assigned good shifts unless I get high scores on the survey ..read more

While customer surveys have become a standard part of nearly every transaction, most surveys fail to engage; even worse, they fail to collect reliable data. Wondering how to improve customer satisfaction surveys and get yours to stand out? Read on for the biggest survey mistakes and solutions to common survey problems. “Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction, and skillful execution,” said WWII Marine and Medal of Honor recipient William A. Foster. When it comes to surveys, quality is paramount—because only high-quality su ..read more

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