Martha Brooke

20 Followers

Martha thinks about customer experiences differently: “Experiences can be measured—and measuring is how you improve—but only if your measurement is sufficiently nuanced.” To spread her ideas about metrics to companies everywhere, Martha Brooke founded Interaction Metrics in 2004. Interaction Metrics provides actionable customer feedback and rigorous customer service evaluations. Martha is certified in Black Belt Six Sigma and prior to Interaction Metrics, worked for two dotcoms (Lucy.com and Food.com). Now, in addition to overseeing client programs, Martha leads top-rated workshops and sessions for the National Investment Company Service Association (NICSA), the American Society of Plas...

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How to Take Customer Experience Seriously

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