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The post Interaction Metrics Completes its Brand Overhaul appeared first on Interaction Metrics.
]]>No more useless data! Biased questions are out. Representative samples are in. Objectivity is the standard. Nuanced analysis wins.
Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty.
Methods include customer feedback surveys, service evaluations, and more.
Now, to take Interaction Metrics to the next level and reach a wider audience, Interaction Metrics has finished its brand overhaul that included a new website, videos, educational materials, and a newsletter focused on science tips to improve customer surveys.
Interaction Metrics research methods and workshops are the most scientific, yet cost-effective in the Customer Experience industry. Fees are typically half those of the of the big box brands, making expert solutions available to all organizations seeking to improve the customer experience.
Cementing its difference from other Customer Experience agencies, Interaction Metrics:
- Combines Analysts with the best software to customize surveys and drive fresh insights.
- Offers clients a range of methods ensuring the best fit between their objectives and the approach used.
- Issues awards for companies that achieve a proven level of superior customer experience performance.
Interaction Metrics is based in Portland, Oregon and works with companies across the United States.
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The post Yaskawa America Wins the Superior CX Award appeared first on Interaction Metrics.
]]>Portland, OR: March 16, 2021 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2020 Superior Customer Experience award. This is the sixth year in a row, Yaskawa America has achieved this honor.
To achieve the Superior Award (formerly known as the Gold Award), Interaction Metrics sent surveys to Yaskawa customers and employees. 95 aspects of Yaskawa performance were analyzed and the data collected were at the highest level of statistical validity. Interaction Metrics uses its proprietary QCI
(Quality of Customer Interaction) Score to evaluate the customer experience.
QCI is the only the score in the industry that tracks every aspect of the customer experience weighted by how important those aspects are for each customer. QCI Score was developed to counteract overly simplistic metrics that lack accuracy and actionability.
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The post Distribution Talk: Jason Bader Interviews Martha appeared first on Interaction Metrics.
]]>NEWS: Jason Bader interviews Martha Brooke about Surveys in Pandemic Times
Nov 11, 2020: Jason Bader, Supply Chain & Distribution Thought Leader interviewed Martha Brooke about customer surveys and how to get an objective read on your company’s performance, especially considering COVID times. Take a Listen!
They agreed that when the world is in flux, it’s more important than ever to understand what’s going on with partners, customers, and employees. And they advocated for third-party surveys and interviews as a way to monitor performance and extract strategic insights.
Points Martha and Jason Cover Include:
- When to engage a professional survey and when a DIY survey will suffice.
- The difference between anecdotal data gathering and evidence-based insights.
- The rising expectations customers have for the companies they do business with.
- While customer insights inform strategic planning, they also add to a company’s website and marketing collateral.
- Reasons distribution companies might shy away from doing customer surveys—or any kind of research.
- Costs of running surveys and why they don’t break the bank!
- Costs of interviews, and why hearing from your customers in their own words is invaluable.
- COVID surveys: examples of the kinds of questions companies are asking and getting actionable insights from.
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The post NEWS: Shep Hyken—The Future of Customer Feedback appeared first on Interaction Metrics.
]]>Shep Hyken and Martha Brooke had a great conversation (6-23-2020) about the future of customer feedback. Check it out here! They covered survey fatigue–it’s through the roof! And yet, they found 4 situations in which (when done well) customer feedback surveys are warranted, and profitable:
1. Tracking Studies
B2B Tracking Studies help you forge stronger, more productive relationships with your customers.
2. Alert Systems
When combined with an alert system, surveys after tech support and other types of customer service, show where things are awry so you can get them fixed.
3. Customer Expression
Some surveys are productive simply because they allow customers to express themselves. With these kinds of surveys, the verbatims and your accompanying verbatim analysis are key.
4. Customer Appreciation
Surveys that show customer appreciation improve your response rate WHILE showing survey respondents they’re valued. Appreciation can come in the form of a gift card, a charitable donation on behalf of the customer, or priority service for a future interaction. These tokens of appreciation are not large enough to skew results, yet carry enough impact to be mutually beneficial.
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The post Interaction Metrics Honors Yaskawa America with its Gold Award appeared first on Interaction Metrics.
]]>Portland, OR: Feb. 10, 2020 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2019 Gold Award. This is the fifth year in a row, Yaskawa America has achieved this honor.
To achieve the Gold Award, Interaction Metrics sent surveys to Yaskawa customers and employees. 93 aspects of Yaskawa performance were analyzed and the data was statistically valid with less than a 5% error rate.
Interaction Metrics uses its proprietary QCI (Quality of Customer Interaction) Score to evaluate the customer experience. It’s the only score in the industry that tracks every aspect of the customer experience weighted by how important those aspects are for each customer. QCI Score was developed to counteract overly simplistic metrics that lack accuracy and actionability.
Dennis Fitzgerald, Yaskawa’s Vice President of Customer Satisfaction said, “Interaction Metrics’ Findings Reports and Dashboards ensure that we evolve our customer experience in ways that align with our customers’ priorities”.
Interaction Metrics Chief Analyst Martha Brooke added: “We applaud Yaskawa for using a combination of daily and annual customer feedback to guide its mission”.
Interaction Metrics is a customer listening agency that monitors and optimizes the customer experience. Uncovering gaps, friction points, and missed opportunities is how Interaction Metrics keeps its clients ahead of the market. Methods include surveys, service evaluations, and customer interviews.
Yaskawa America is a U.S. corporation, created to provide Automation Solutions and Support to customers in North America, Central America, and South America. Yaskawa is the world’s largest manufacturer of AC Inverter Drives, Servo and Motion Control, and Robotics Automation Systems.
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