2004 Related Topics 
Beyond Philosophy
APRIL 28, 2019
That was in 2004. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know. After millions of answers from thousands of respondents in hundreds of countries, we discovered the answer.
Beyond Philosophy
MAY 8, 2019
In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer.
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ShepHyken
FEBRUARY 19, 2019
About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. It starts with having really authentic conversations. Open-ended questions are where the gold lies.” – Martha Brooke. She is a Certified Customer Experience Professional (CCXP) and holds a Blackbelt in Six Sigma.
Beyond Philosophy
FEBRUARY 3, 2015
This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. There are so many options that it can delay a decision.
Beyond Philosophy
APRIL 2, 2020
I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural. The Peak End Rule requires organizations to ask what emotions they want to evoke in their customer experience. They naturally put customers first.
ShepHyken
JUNE 23, 2020
In 2004, Martha founded Interaction Metrics to help clients get more value out of the customer experience they provide. If you’re not listening to your customers, it’s hard to guide the ship.”. Customers love to be heard.”. About: Martha Brooke is a Certified Customer Experience Professional (CCXP) and holds a black belt in Six Sigma.
ShepHyken
JULY 28, 2017
Back in 2004, Blockbuster had 60,000 employees, 9,000 stores and appeared invincible. Would you or your parents drive to your neighborhood Blockbuster store, hoping to get a copy of the latest movie release before they would all be rented? In fact, at one point, a new store was becoming a Blockbuster every 24 hours.
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