Branded Customer Service Requires a Research-Driven Approach

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Martha Brooke (Interaction Metrics)

Chief Customer Experience Analyst & Founder (United States)

Martha Brooke 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 insightful customer feedback and rigorous customer service evaluations.

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