Written by CEM experts who live & breathe customer experience every day.
SubscribeFor almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure ...
Yes, you should tie compensation to your Voice of Customer (VoC) program (it’s the best way to get your people to actually use it!) But be strategic about how ...
The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving ...
One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold (check it out on Amazon!) The goal of the book was to ...
The following is an excerpt from Listen Or Die by Sean McDade, PhD. Who are your customers? Are they businesses (B2B) or consumers (B2C)? The answer to this ...
The following is an excerpt from Listen Or Die by Sean McDade, PhD. Ten-plus years ago, market research firms offered what was called customer satisfaction ...
The following is an excerpt from Listen Or Die by Sean McDade, PhD. Market research was developed a century ago to measure the effectiveness of advertisements ...
The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX). All too ...
The following is an excerpt from Listen Or Die by Sean McDade, PhD. As we discussed in Lesson #5, NPS is important to include in your VoC program, but if ...
