Martha Brooke

CONTRIBUTING AUTHOR

Portland, Ore.

COVERS

Customer Experience

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Martha Brooke is the founder and Chief Customer Experience Analyst at Interaction Metrics, a Portland, Ore.-based company that measures and improves customer experience.

Martha, a certified customer experience professional (CCXP) and Six Sigma Black Belt, founded the company in 2004 with the mission of improving the customer experience. Interaction Metrics provides high caliber customer feedback programs and customer service evaluations. Martha is noted for her conference sessions, workshops and frequent interviews on topics including the customer experience and the pros and cons of the Net Promoter Score. Before launching Interaction Metrics, Martha worked for Lucy.com, which is now part of The North Face, and was operations director for Food.com, a site for home cooks. She was also VP of new business strategy at RosenBrown (now Rosen), an advertising agency in Portland, Ore. 

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