Martha Brooke
CustomerThink
Portland, OR, United States
Contact Martha
Discover and connect with journalists and influencers around the world, save time on email research, monitor the news, and more.
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Past articles by Martha:
Employee Satisfaction: The Covid-19 Metrics You Need to Know
Bill Gates said, “The coronavirus pandemic pits all of humanity against the virus.” And that about summarizes our current state. While it’s unifying how we’re faced with the same challenge, there’s significant variation among individual experiences. This is highlighted in the relationship between companies and their employees. So now more than ever, companies need insightful employee… → Read More
How to Ace Your DIY Customer Satisfaction Survey
The prevalence of Survey Monkey and other DIY survey platforms has made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through. With a DIY Customer Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use.… → Read More
Interactive Data is the Future, Here’s Why
Image source: pexels.com Interactive Data Motivates Teams Measuring the customer experience is crucial, but visualizing that measurement with interactive data is equally important. Here’s why: dynamic data motivates teams to take action and facilitates collaboration across departments. Without productive next steps there is no customer experience improvement, much less customer experience… → Read More
Are You Listening to Your Customers or Just Tuning Out?
How many times do you find your mind wandering in the middle of a conversation — and miss potentially relevant information in the process? → Read More
Gallup Says Engagement Matters, What Are You Doing About It?
For years, Gallup Research has reported on the impact of employee engagement on profits. Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality… → Read More
Gallup Says Engagement Matters, What Are You Doing About It?
For years, Gallup Research has reported on the impact of employee engagement on profits. Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality… → Read More
Want Feedback? Make It So Simple a Kid Could Do It
I like taking customer surveys and do so nearly every time I have useful feedback to share. Perhaps it’s because I’m in the survey business. Or perhaps it’s because I like to feel “heard” as a customer. Either way, I’m a sucker for a survey. I usually buy my groceries at Whole Foods or Safeway. After some recent shopping experiences, I wanted to provide feedback. Serendipitously, my receipts… → Read More
How Thoughtful Surveys Generate Valuable Customer Feedback
Poorly-designed surveys waste everyone’s time. → Read More
How to Use a Research Mindset to Avoid Huge Survey Blunders
Listening to your customers is smart—as long as you ask thoughtful questions that elicit useful insights. Unfortunately, when it comes to customer surveys, too many companies go through the motions, conducting customer surveys just to say they did it. That’s a big, BIG blunder. To avoid this, customer experience teams need to establish clear goals and put on their research hats. This means… → Read More
How to Shorten Your Survey and Avoid Junk Data
Peter Drucker famously quipped “if you can’t measure it, you can’t manage it” and that’s especially true when it comes to feedback from your customers. But what if your surveys are so long they distort your metrics? Or, suppose only outliers take your surveys so your data doesn’t represent the majority of your customers? Measurement is not the end in itself. Your metrics need to capture what’s… → Read More
How to Shorten Your Survey and Avoid Junk Data
Peter Drucker famously quipped “if you can’t measure it, you can’t manage it” and that’s especially true when it comes to feedback from your customers. But what if your surveys are so long they distort your metrics? Or, suppose only outliers take your surveys so your data doesn’t represent the majority of your customers? Measurement is not the end in itself. Your metrics need to capture what’s… → Read More
How to Invite the Most Honest Customer Feedback
Today’s Case Study: SurveyGizmo Do you have time for a survey? Can you give us some feedback? Tell me how I did! We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt. Companies seem eager… → Read More
A Cold Night, Hot Soup…and Great Customer Service!
Not too long ago, while checking into a hotel on a damp San Francisco night, the front desk clerk noticed my sniffling and asked if I wanted chicken soup. “That’d be great,” I replied, assuming it was just a sympathetic comment and not an actual offer. I was therefore quite surprised when, only a few minutes later, there was a knock on my door and a server brought in a steaming bowl of soup. Now… → Read More