Profile

Chief Customer Experience Analyst & Founder,
Interaction Metrics

Contact Details

Interaction Metrics
Portland, OR

Bio

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 Plastic Surgeons (ASPS), the Score Conference, Customer Solutions Expo, American Marketing Association, Operations Summit and other professional associations.

Martha Speaks About
• Reinforce Your Company's Brand: Brand Your Customer Service
• Get Your Survey Out of a Rut, Get a Better Survey
• Net Promoter Score®: The Pros & Cons
• Customer Satisfaction Surveys: How to Eliminate Biases & Flaws
• The Best Customer Experience Metrics
• Interaction Thinking: A New Perspective on the Possibilities of Surveys & Service
• The Future of Customer Experience

Specialties: Customer Service Analysis
Customer Satisfaction Measurement
Customer Satisfaction Testing
Customer Service Auditing
Customer Interviews
Customer Service Training/Workshops
Persona-Based Mystery Shopping
Customer Experience Metrics

Industry

  • Business Services

Job History

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

Designation

  • CCXP