{"id":31491,"date":"2020-06-23T00:00:00","date_gmt":"2020-06-23T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/amazing-business-radio-martha-brooke\/"},"modified":"2023-02-08T16:15:41","modified_gmt":"2023-02-08T16:15:41","slug":"amazing-business-radio-martha-brooke-3","status":"publish","type":"post","link":"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-martha-brooke-3\/","title":{"rendered":"The Future of Customer Feedback with Martha Brooke"},"content":{"rendered":"<h3><strong>Top Takeaways:<\/strong><\/h3>\r\n<ul>\r\n \t<li>In unprecedented, chaotic and uncertain times, customer interactions are more valuable. Treat your customers with respect and dignity and make sure they feel the value in interacting with you.<\/li>\r\n \t<li>Beware of survey fatigue! This happens when customers receive too many surveys, become frustrated and start ignoring them.<\/li>\r\n \t<li>There are generally four good reasons and ways to use surveys to collect customer feedback:<\/li>\r\n<\/ul>\r\n<ol>\r\n \t<li>Tracking studies utilize data from surveys to help both parties manage their relationship. These are typically used in B2B settings and should operate as a two-way street so both the business and the client receive value.<\/li>\r\n \t<li>Surveys after tech support or other customer service interactions are important so companies can learn how to improve. Ideally, these should also operate as a two-way street so that customers feel their voices are being heard.<\/li>\r\n \t<li>The \u201cget it off your chest\u201d survey collects data on one specific aspect (or \u201ctouchpoint\u201d) of an experience. This typically consists of a single question that asks customers to rate their experience on a scale, followed by a more open-ended question about how to improve.<\/li>\r\n \t<li>Surveys can be an opportunity for companies to show appreciation to the customer by compensating them or reimbursing them for their time to complete the survey. This could involve anything from a free gift card to a charitable donation or priority service in exchange for the customer\u2019s feedback.<\/li>\r\n<\/ol>\r\n<ul>\r\n \t<li>Consider a customer interview as an alternative to a survey. Customers will speak more freely and may tell you things you never would have thought to ask about. This can be invaluable for improving your CX.<\/li>\r\n \t<li>Above all, make sure you do something with customer feedback once you receive it.<\/li>\r\n<\/ul>\r\n<h3><strong>Quotes:<\/strong><\/h3>\r\n\u201cCustomer feedback is always relevant. If you\u2019re not listening to your customers, it\u2019s hard to guide the ship.\u201d\r\n\r\n\u201cCustomers love to be heard.\u201d\r\n<h3><strong>About:<\/strong><\/h3>\r\n<a href=\"https:\/\/www.linkedin.com\/in\/marthabrooke\/\" target=\"_blank\" rel=\"noopener noreferrer\">Martha Brooke<\/a> is a Certified Customer Experience Professional (CCXP) and holds a black belt in Six Sigma. In 2004, Martha founded <a href=\"https:\/\/interactionmetrics.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Interaction Metrics<\/a> to help clients get more value out of the customer experience they provide.\r\n\r\n<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Shep Hyken<\/a> is a customer service and experience expert, <em>New York Times<\/em> bestselling author, award-winning keynote speaker, and your host of <em>Amazing Business Radio<\/em>.\r\n\r\n<strong>This episode of <em>Amazing Business Radio with Shep Hyken<\/em> answers the following questions \u2026 and more:<\/strong>\r\n<ol>\r\n \t<li><strong>When is it appropriate to send a survey?<\/strong><\/li>\r\n \t<li><strong>How can I get more customer feedback?<\/strong><\/li>\r\n \t<li><strong>What should I do with customer feedback once I get it?<\/strong><\/li>\r\n \t<li><strong>What is the future of customer feedback?<\/strong><\/li>\r\n \t<li><strong>How can I get customer feedback without using surveys?<\/strong><\/li>\r\n<\/ol>","protected":false},"excerpt":{"rendered":"<p>Top Takeaways: In unprecedented, chaotic and uncertain times, customer interactions are more valuable. Treat your customers with respect and dignity and make sure they feel the value in interacting with you. Beware of survey fatigue! This happens when customers receive too many surveys, become frustrated and start ignoring them. There are generally four good reasons [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":38195,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6806],"tags":[4718,4945,5277],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Future of Customer Feedback with Martha Brooke - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-martha-brooke-3\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Future of Customer Feedback with Martha Brooke - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"Top Takeaways: In unprecedented, chaotic and uncertain times, customer interactions are more valuable. Treat your customers with respect and dignity and make sure they feel the value in interacting with you. Beware of survey fatigue! This happens when customers receive too many surveys, become frustrated and start ignoring them. There are generally four good reasons [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-martha-brooke-3\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2020-06-23T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-02-08T16:15:41+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Martha-Brooke-ABR-PHOTO-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1400\" \/>\n\t<meta property=\"og:image:height\" content=\"1400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-martha-brooke-3\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-martha-brooke-3\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"The Future of Customer Feedback with Martha Brooke\",\"datePublished\":\"2020-06-23T00:00:00+00:00\",\"dateModified\":\"2023-02-08T16:15:41+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-martha-brooke-3\/\"},\"wordCount\":432,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-martha-brooke-3\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Martha-Brooke-ABR-PHOTO-1.jpg\",\"keywords\":[\"customer feedback\",\"Net Promoter Score\",\"Voice of the Customer\"],\"articleSection\":[\"Amazing Business Radio Show\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-martha-brooke-3\/\",\"url\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-martha-brooke-3\/\",\"name\":\"The Future of Customer Feedback with Martha Brooke - Shep Hyken | Customer Service Expert\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-martha-brooke-3\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-martha-brooke-3\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Martha-Brooke-ABR-PHOTO-1.jpg\",\"datePublished\":\"2020-06-23T00:00:00+00:00\",\"dateModified\":\"2023-02-08T16:15:41+00:00\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-martha-brooke-3\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-martha-brooke-3\/#primaryimage\",\"url\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Martha-Brooke-ABR-PHOTO-1.jpg\",\"contentUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Martha-Brooke-ABR-PHOTO-1.jpg\",\"width\":1400,\"height\":1400},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/hyken.com\/#website\",\"url\":\"https:\/\/hyken.com\/\",\"name\":\"Shep Hyken | Customer Service Expert\",\"description\":\"Award-winning Customer Service &amp; 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