3 Things You Can Do to Improve Your Customer Experience Before Lunch

by Martha Brooke on December 12, 2013, no comments

We’ve written about it before; customer service gets a failing grade by our Quality of Customer Interaction (QCI™) Score. Other customer satisfaction metrics like Net Promoter Score (NPS) and American Customer Satisfaction Index (ACSI) echo the same dismal fact: customers are dissatisfied with companies. There are countless reasons why the customer experience isn’t up to […]

Why David Segal got Corporate-Speak & Our Authentic Answer.

by Martha Brooke on June 25, 2013, one comment

This past Sunday, The Haggler, David Segal (“Halving the Portion, but Not the Price.” New York Times, June 23, 2013) wrote about how companies protect their profits by reducing package volume while charging the same amount. In other words, 8 ounces of chocolate that were $2.89 are now 4 ounces, but the price is almost […]

You Responded, But Did You Answer the Question?

by Martha Brooke on January 31, 2012, 5 comments

Customer service boils down to a simple give and take: customers have questions or problems and companies provide answers. It’s pretty straightforward. But all too often, customers are left befuddled, scratching their heads and wondering: “What did they mean? Were they listening? What do I do now?” Transparency and authenticity are the buzzwords of business. So […]

CEx 2012: Nail Email!

by Martha Brooke on November 30, 2011, 3 comments

The biggest challenge for the customer experience in 2012 will be to make customer service emails work.  I am not talking about simply sending responses in a timely manner, although that’s a good start. Rather, it’s time for companies to step up and provide thoughtful answers to customers’ questions, answers that show the company and […]