Personal Information
Entreprise/Lieu de travail
Portland, Oregon Area United States
Profession
Chief Customer Experience Analyst and Founder
Secteur d’activité
Apparel / Fashion
Site Web
www.InteractionMetrics.com
À propos
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...
Mots-clés
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
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