Comcast Needs New Customer Experience Metrics—Pronto!

by Martha Brooke on April 4, 2014, no comments

According to a current Consumer Reports study, Customer satisfaction levels are particularly low for television providers. Comcast and Time Warner Cable rated among the lowest, and it seems that customer service is in part driving customer dissatisfaction. And that makes sense. With the ubiquity of streaming and other easy, low-cost television viewing options, customer expectations are probably […]

Branded Customer Service: Reinforce your brand’s values through customer service.

by Martha Brooke on January 13, 2014, no comments

Does your customer service reinforce or weaken your brand? Our experience and research indicates that unless you’re taking explicit steps to brand customer service, your company’s core values won’t be represented by your frontline staff. Certainly, ads can be engaging and commercials are sometimes entertaining. But once a customer walks into your store or phones […]

3 Shortfalls of Net Promoter Scores

by Martha Brooke on December 18, 2013, no comments

Net Promoter Score (or NPS) rocked the customer feedback world when it came out ten years ago. Today, it’s everywhere. But is it really the best question and metric for your company? Now that NPS has become a fact of life for corporations, let’s weigh the pros and cons one more time. Let’s be clear: the […]

Customer Service Still Gets a Failing Grade

by Martha Brooke on September 25, 2013, no comments

Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As of September, 2013, the score is 54 out of 100; in other words, customer service gets a failing grade. Read about our methodology here. As we’ve mentioned before, other indices point […]

NYC | Customer Service Experience Conference

by Martha Brooke on August 19, 2013, no comments

Tomorrow (Aug. 20th) I’ll be speaking at the Customer Service Experience Conference in NYC. Keith Dawson from Ovum and I will be discussing how to get high-insight, accurate feedback from customers. We’ll talk about customer satisfaction surveys, customer interviews, and a few other techniques. Attend and start improving the customer experience now! In the meantime, learn […]

Customer Service Gets a Failing Grade

by Martha Brooke on June 22, 2013, one comment

Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As of June 21, 2013, the score is 52 out of 100; in other words, customer service gets a failing grade. Read about our methodology here. Other indices point to a similarly […]

Corporate Culture Doesn’t Explain Why Customer Service is “Wretched.” We Do.

by Martha Brooke on June 10, 2013, 2 comments

In yesterday’s The Haggler (David Segal. Jun. 9, 2013. New York Times), David Segal praises Quicken Loans’ great customer service, which he attributes to their superior corporate culture. We don’t doubt that Quicken Loans provides great service (in fact, we would have scored David Segal’s example quite highly). And certainly, a positive ethos is important […]

Big Data: Does it Improve Customer Service?

by Martha Brooke on May 21, 2013, one comment

Big Data. Conferences, businesses, bloggers—everyone wants in on the action. In particular, customer service organizations want Big Data because they believe that parsing multiple streams of information will improve service and, therefore, boost customer loyalty. And, certainly, customer service needs to improve. After all, the best companies in the world barely achieve an NPS (Net Promoter Score) over 60. […]

Customer Feedback: Social vs. Traditional Tools

by Martha Brooke on December 14, 2012, 2 comments

Finding out how your customers feel about you, i.e. collecting customer feedback drives most customer experience improvement; after all, “you can’t manage what you don’t measure.” So what about social media? Certainly, by its nature, social media is where customers go to communicate their feelings. Therefore, monitoring review sites, along with Twitter and Facebook for customer feedback […]

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 […]