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Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic, join her Advanced Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane.

The post Medallia’s Rachel Lane and Martha Brooke, a CCW Influencer, Join Forces at Customer Contact Week appeared first on Interaction Metrics.

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Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic, join her Advanced Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane.

The post Medallia’s Rachel Lane and Martha Brooke, a CCW Influencer, Join Forces at Customer Contact Week appeared first on Interaction Metrics.

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In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: good Customer Listening always meets the same 5 standards. Meeting these standards achieves dependable, high-insight data. Failing to meet these standards often steers companies off course.

The post Here Are the 5 Essential Standards of Customer Listening appeared first on Interaction Metrics.

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On April 24th, catch Customer Experience Speaker, Martha Brooke at the CX Analytics Summit held at the Porsche Experience Center in L.A.. Hosted by Interaction Metrics' partner CallMiner, Martha will lead the workshop "Practical Ways to Improve Your Customer Listening".

The post Newly Added Event, April 24th: Martha Brooke Speaks at the CX Analytics Summit in Los Angeles appeared first on Interaction Metrics.

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Measuring the customer experience is crucial, but visualizing that measurement with interactive data is equally important. Here's why: dynamic data motivates teams to take action and facilitates collaboration across departments. Without productive next steps there is no customer experience improvement, much less customer experience transformation. So, whether you use customer surveys, mystery shopping, or customer service evaluations to measure the customer experience, interactive data are what you need.

The post Interactive Data is the Future, Here’s Why appeared first on Interaction Metrics.

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On April 24th, catch Customer Experience Speaker, Martha Brooke at the CX Analytics Summit held at the Porsche Experience Center in L.A.. Hosted by Interaction Metrics' partner CallMiner, Martha will lead the workshop "Practical Ways to Improve Your Customer Listening".

The post Newly Added Event, April 24th: Martha Brooke Speaks at the CX Analytics Summit in Los Angeles appeared first on Interaction Metrics.

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April 2019: Catch customer experience speaker, Martha Brooke at 2 national conferences: Operations Summit in Columbus, OH and the Smart Customer Service track of CRM Evolution in Washington, DC. Both conferences focus on the latest technologies and strategies driving the customer experience.The first day of Operations Summit, on April 9, in a Master Class Workshop Martha will discuss customer experience measurement and how to get your survey out of a rut. She’ll be co-presenting with Taten Soltis of Modcloth and Angie Stocklin of One Click.The following day, on April 10, in “Preparing Agents Who Rock at Resolution” she’ll present strategies and tips on how to improve the customer service and customer support resolution. In addition, she’ll moderate a panel on how to improve customer service in omni channel environments.

The post Customer Experience Speaker, Martha Brooke Presents at 2 Conferences this Month appeared first on Interaction Metrics.

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I like taking customer surveys and do so nearly every time I have useful feedback to share. Perhaps it's because I'm in the survey business. Or perhaps it's because I like to feel "heard" as a customer.Either way, I'm a sucker for a survey.I usually buy my groceries at Whole Foods or Safeway. After some recent shopping experiences, I wanted to provide  feedback. Serendipitously, my receipts from both stores asked the same question: "How was your shopping experience?" And they both provided URLs for my feedback, so I logged in.

The post Want Feedback? Make It So Simple a Kid Could Do It appeared first on Interaction Metrics.

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For years, Gallup Research has reported on the impact of employee engagement on profits.Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality defects. With these numbers, it’s clear that engagement matters and that employers should want to find out how their employees are feeling about their jobs. In fact, they seem to want to find out because we've seen a surge in employee surveys over the past few years.

The post Gallup Says Engagement Matters, What Are You Doing About It? appeared first on Interaction Metrics.

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I like taking customer surveys and do so nearly every time I have useful feedback to share. Perhaps it's because I'm in the survey business. Or perhaps it's because I like to feel "heard" as a customer.Either way, I'm a sucker for a survey.I usually buy my groceries at Whole Foods or Safeway. After some recent shopping experiences, I wanted to provide  feedback. Serendipitously, my receipts from both stores asked the same question: "How was your shopping experience?" And they both provided URLs for my feedback, so I logged in.

The post Want Feedback? Make It So Simple a Kid Could Do It appeared first on Interaction Metrics.

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