Profile

Chief Customer Experience Analyst & Founder,
Interaction Metrics

Contact Details

Interaction Metrics
Portland, OR

Bio

Martha Brooke is a Certified Customer Experience Professional (CCXP) and holds a Blackbelt in Six Sigma.

To dramatically improve the Customer Experience (CX), Martha founded Interaction Metrics, a Voice of the Customer Agency, in 2004. Clients such as Yaskawa America and CareCredit (Synchrony Financial) choose Interaction Metrics for its specialized metrics, scientific approach, and actionable insights.

With her team of analysts, Martha uses qualitative and quantitative methods to pinpoint customer experience gaps and find how clients can improve. Talk with Martha about NPS Surveys, Text Analytics, how to get more value from Sentiment Analysis, Survey Response Rates, Client Satisfaction Surveys, and more.

To spur dialogue about the Customer Experience, Martha leads top-rated conference sessions and workshops. She also shares critical observations of customer feedback and customer service evaluation methods through her blog, which is syndicated by CXPA, CustomerThink, and other portals. In addition, she’s frequently interviewed on topics such as the pros and cons of Net Promoter (NPS Surveys) for podcasts and panels around the world. Prior to Interaction Metrics, Martha worked for two dotcoms, Lucy.com and Food.com, where she drove improvements into the customer experience.

Some of the organizations where Martha has been asked to speak include Project Management Institute (PMI), American Society of Plastic Surgeons (ASPS), HDI, The Score Conference, Customer Solutions Expo, American Marketing Association (AMA), NICSA at the Harvard Club, Operations Summit, Association of Support Professionals, and SOCAP International.

Industry

  • Business Services

Job History

Interaction Metrics
Chief Customer Experience Analyst & Founder
February 2004 - present

Honors and Awards

BlackBelt Six Sigma
2008

Designation

  • CCXP