InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty. No more useless data! Biased questions are out.

Education 52

Education Customer Survey Customer Feedback Customer Loyalty 52

Win the Customer

SEPTEMBER 12, 2023

Case Study: The Renaissance of a Time-Honored Bookstore A prime example of a traditional business that successfully embraced innovation in customer experience is Powell’s Books, a renowned independent bookstore in Portland, Oregon.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

Inside Customer Service

JULY 15, 2021

That might seem inconceivable to many people, but a car isn't necessary if you live in a city that has reliable public transportation—like Portland, Oregon. Portland's transportation system is run by TriMet , which provides bus, light rail, and commuter rail service. Daniel Pascoe has never owned a car.

Transportation 162

Transportation Customer Experience Construction Social Media 162

Chip Bell

MARCH 3, 2020

I was driving from Portland to Corvallis, Oregon, to deliver a keynote. As I continued on my journey, I reflected on the symbolism of how this scene could relate to customer service. We want customers to “cut to the chase” if their stories are taking too long to tell. It was early morning with light snow.

Start-ups 70

Start-ups Customer Service Innovation CX 70

Customer Service Life

MARCH 6, 2019

I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. I finally placed the call a couple days later and was connected with a customer service representative. appeared first on Customer Service Life. Click here to read the original post.

Contact Center 92

Contact Center Sports Customer Service Start-ups 92

Customers That Stick

OCTOBER 30, 2014

I’ve been a paper boy, a janitor, a paint factory worker, a waiter, a bar manager, a bicycle mechanic, a track and field coach, a personal trainer, a librarian and now a program coordinator for the city of Sherwood, Oregon. Customer Service < Customer Experience . False Dichotomy. Paper < Plastic. Mac < PC.

Customer Experience 115

Customer Experience Sports Construction Social Media 115

Customers That Stick

JANUARY 15, 2015

– His experiences in France have led him to be more patient with customers to listen very carefully to make sure he understands before he replies. Meet Erin Archuleta! – From not-for-profit to the lauded ICHI Bar and Sushi, she actually started her customer service career on Coney Island.

Customer Experience 104

Customer Experience Contact Center Customer Retention Start-ups 104

Kerry Bodine

JUNE 20, 2015

Service Providers. Portland, Oregon. Adaptive Path’s Service Experience Conference. Customer Service Experience. Customer Experience Summit Europe. March 21 – 23, 2016. San Diego, California. ISITE’s Delight 2015. October 5 – 6, 2015. November 15 – 16, 2015. San Francisco. Media Companies.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Lightico

MARCH 23, 2022

This includes keeping track of all paperwork, paying bills, scheduling appointments, and handling customer complaints. Customer Service – MGAs must answer questions from prospective customers and handle any problems that arise. Sales – MGAs sell insurance policies to individuals and businesses.

Retail 52

Retail Innovation Sales Customer Service 52

Beyond Philosophy

MARCH 31, 2015

Portland, Oregon-based Umpqua Bank has created a branch banking experience that is more like the local Starbucks. It is a concept that they began several decades ago, and it is built on a successful recipe of community service and employee-empowered customer service. The concept even has a name: the Neighborhood Store.

Customer Relationship 124

Customer Relationship Retail Finance Customer Retention 124

InteractionMetrics

JUNE 6, 2023

Qualtrics XM Institute [i] has declared 2023 the Year of Empathy, and Forbes Magazine calls empathy the “most important leadership skill” [ii] Because of this, customer service staff are receiving customer empathy training in droves. To be good at their jobs, doctors mute their empathy.

Customer Service 52

Customer Service Sports Customer Experience Innovation 52