We Are Customer Experience Analysts:

We are a team of Customer Experience Analysts. We work with clients to achieve a proven customer experience using an emotionally intelligent approach. Proven means thoroughly measured and optimized. Proven matters because it is the best way to maximize customer loyalty. We're based in Portland, Oregon, and independently owned. Each of our analysts has passed a series of tests proving their prowess in customer experience improvement. 2 Key Differences.

Our Clients are Serious about the Customer Experience:

GE CareCredit (and their thousands of medical practices), Pendleton Woolen Mills, Umpqua Bank, Jarden Consumer Solutions (covering brands such as FoodSaver, Holmes and Bionaire), Abercrombie & Fitch and ProShares/ ProFunds are serious about the customer experience. And, they have all improved the customer experience using our solutions. Are you serious about the customer experience?

Company Founder, Martha Brooke:

The motivation to create Interaction Metrics eight years ago was simple: Martha Brooke observed that weak methods were rampant when it came to how companies measure and manage the customer experience. To put a clear lens on the customer experience—and how to improve it—Martha founded Interaction Metrics.

Martha regularly conducts top-rated workshops for professional organizations. Most recently, in October of 2012, Martha Brooke presented 'How to Brand Customer Service' to NICSA (National Investment Company Service Association) at the Harvard Club. She is certified by APICS (The Association for Operations Management) in Project Management and Six Sigma. Prior to Interaction Metrics, Martha Brooke worked for two dotcoms (Food.com and Lucy.com.) and held operations positions in the customer service and call center industries. Martha plays an active role in client programs and continually holds customer interactions to the highest standard.

Is your customer experience already top-notch? Take the CEx Challenge.

Our Approach:

The usual surveys and customer experience methods only capture customers' most general impressions of you. But this doesn't tell you what will create the kinds of experiences that profoundly engage and excite your customers. For this, you need an emotionally intelligent approach.

At Interaction Metrics, we don't ask you to overspend on the kind of monitoring that simply catches mistakes after the fact. And, we don't issue an endless series of surveys. Instead, we get to the heart of the customer experience. Here's how:

•  We perform rigorous customer service testing.
• We use a variety of techniques to capture qualitative plus quantitative facts and that emphasize deep customer listening.
• We find out how you can build more value into the customer experience by measuring your performance against the most meaningful standards, such as competitor performance and your own brand objectives and customer service goals.

Integral to our approach are nuanced metrics and methods—as nuanced as the customer experience itself. This ensures that our scores are accurate. Moreover, because we work from subtle details we are able to show you how a new, optimized customer experience will sound and appear.

Bottom Line: We measure specific details and recommend the kinds of changes that truly matter. This increases satisfaction, reduces failure, and strengthens your relationships with customers.

Interaction Metrics Are:

Interaction Metrics are the measures of key facts about the Quality of your Customer Interactions (QCI™)—for example, how likable your associates are; how informed; and the degree to which they represent your brand and create positive connections with your customers.

Go To Our Blog: Interaction Thinking | Find Out More: Get a Demo

Organizations:

Interaction Metrics is a member of numerous professional organizations, including: CHIFOO, OEN, American Society of Quality and Customer Experience Professionals Association.