Martha Brooke

Author

Martha Brooke is a Certified Customer Experience Professional (CCXP). She helps clients in a wide range of sectors measure and improve the customer experience. To spur critical thinking about customer feedback and customer service, she has spoken at over 50 nationally recognized conferences.


Authored Posts

5 Standards of Excellent Customer Listening

High quality Customer Listening programs always meet the same 5 standards. Failing to meet these standards often steers companies off course.

Want to Improve the Patient Experience? Stop Sending Bad Surveys

From what I observe, when it comes to measuring the patient experience, good customer survey design is rare. And using mixed methods to uncover insigh...

How to Invite the Most Honest Customer Feedback: Partner Case Study

Companies seem eager to know what we think about everything. But does it work? And do they get scientific data that helps them improve? Let's start at...

How to Make your Survey Better than Nordstrom, Lowe’s, and Walmart

The surveys say they want to know about our experiences as a customer, but do they really want to know? Or, is this just PR spin?

One Concept that Improves All Your Customer Service Interactions

Most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is better than it really is.

6 Steps to Improve Your Customer Satisfaction Surveys

Good surveys produce good data, and good data reflects experiences your customers actually have with the company. Good data shows where you need to im...