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Amazing Business Radio: Martha Brooke

ShepHyken

About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. How can I get a higher response rate from my customer surveys? It starts with having really authentic conversations. Open-ended questions are where the gold lies.” – Martha Brooke.

Feedback 192
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Why You Need a Closed-Loop Survey—and How to Do It!

Interaction Metrics

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. Two things are for sure: 1) companies care endlessly about their NPS survey scores and 2) many tout customer experience as a differentiator. ” Closed-Loop Surveys are for ALL Companies. Simple requests were rewarded by silence.

Surveys 62
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Interaction Metrics Launches a Brand Overhaul

Interaction Metrics

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. Methods include customer feedback surveys , service evaluations , and more. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty.

Metrics 62
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Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

Millennials (also called Gen Y)- born in between 1982 and 2004. They still prefer brick-and-mortar stores, with 67% of those surveyed reporting that they still prefer buying at their local retailer even if the item is available online. Matures- born before 1945. Baby Boomers- born between 1946 and 1964. Generation X.

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Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

Millennials (also called Gen Y)- born in between 1982 and 2004. They still prefer brick-and-mortar stores, with 67% of those surveyed reporting that they still prefer buying at their local retailer even if the item is available online. Matures- born before 1945. Baby Boomers- born between 1946 and 1964. Generation X.

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Calls Are Taking Longer, and That’s a Good Thing

Fonolo

They report a 62% increase in service call duration since 2004. Two big flaws: First, the data comes from surveying call center execs about what they think will happen. The survey participants have no stakes in getting it right. Contact Babel teased some data from their latest UK Contact Centre Decision Maker’s Guide.

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CX vs. UX: The Yin and Yang of Customer Loyalty

Interaction Metrics

Founded in 2004, Stanford University’s Hasso Plattner Institute of Design broke down Design Thinking into five distinct phases: Empathize : Understand your customer. For many companies, CX is simply a survey, worse yet, a survey copied from somewhere else. Walk in their shoes.