Why Didn’t AT&T Apologize?

by Martha Brooke on August 21, 2014

In this past Sunday’s The Haggler, (David Segal. “When Your Longest Call Is the One to Correct the Bill.” The New York Times, August 14, 2014), David Segal covered a particularly bad customer service experience with AT&T. To summarize: AT&T wasted countless hours of a doctor’s time while resolving a billing issue that had been going on […]

Lead by Example: How to Avoid Being the Comcast Call from H***.

by Martha Brooke on August 1, 2014

By now, you’re probably one of the millions of people who have heard Comcast’s current call from H***. And while the spotlight is on Comcast, Michelle deHaaff correctly points out in her blog that an incident like this “could be happening in your company right now.” We’d take this a step further. Not only could […]

NYC August 20: The Future of Customer Service.

by Martha Brooke on July 31, 2014

Martha is speaking during the closing keynote panel of Customer Service Experience (part of Customer Solutions Expo) at the Marriott Marquis in New York on Wednesday August 20, 11:45 AM. Along with Esteban Kolsky of ThinkJar, R. Wang of Constellation Research, Kate Leggett of Forester Research, she’ll be discussing the future of customer service. From […]

Bob Thompson’s Hooked on Customers: Companies Listen Up!

by Martha Brooke on July 3, 2014

The team at Interaction Metrics loved Bob Thompson’s Hooked on Customers. We thought the overall premise—that companies need more than “strategies,” they need the right habits—is correct. As customer experience auditors, we come across lots of companies who pride themselves on satisfaction, but what counts is execution, day in and day out. Bob drives this […]

Don’t Feed the Haggler! Why E*TRADE Needs Customer Service Evaluation.

by Martha Brooke on April 29, 2014

This Sunday in The Haggler (David Segal. “In a Stock Trade, It’s Man vs. Machine.” New York Times, April 27, 2014), David Segal looked at a situation in which a computer misunderstood human language. We’re not surprised. As we’ve said before, customer experiences are complex, so computers don’t always get it. In this particular case, […]

Comcast Needs New Customer Experience Metrics—Pronto!

by Martha Brooke on April 4, 2014

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

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 […]

Customer Service Still Gets a Failing Grade

by Martha Brooke on September 25, 2013

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

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 […]