Martha Brooke

20 Seguidores

Martha thinks about customer experiences differently: “Experiences can be measured—and measuring is how you improve—but only if your measurement is sufficiently nuanced.” To spread her ideas about metrics to companies everywhere, Martha Brooke founded Interaction Metrics in 2004. Interaction Metrics provides actionable customer feedback and rigorous customer service evaluations. Martha is certified in Black Belt Six Sigma and prior to Interaction Metrics, worked for two dotcoms (Lucy.com and Food.com). Now, in addition to overseeing client programs, Martha leads top-rated workshops and sessions for the National Investment Company Service Association (NICSA), the American Society of Plas...

improve customer experience customer experience metrics cx improve customer service customer experience measurement customer service customer service metrics customer experience customer satisfaction surveys interaction metrics customer interviews customer service skills customer loyalty customer retention customer metrics proactive customer service great customer service marketing branded customer service surveys customer feedback survey biases customer experience research customer service evaluation net promoter score customer experience management satisfaction surveys big data

Actividad
Acerca de

Martha Brooke

Presentaciones

How to Take Customer Experience Seriously

Documentos

Customer Service + Branding = Added Value

Recomendaciones

How to Take Customer Experience Seriously