PeopleMetrics CX Blog

Written by CEM experts who live & breathe customer experience every day.

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All Customer Experience Strategy Customer Experience Voice of the Customer Customer Feedback
Sean McDade, PhD | Aug 31, 2018

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

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 ...

Reading time: 4 min
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Customer Experience, Touchpoint Mapping, Listen or Die, Customer Service
Sean McDade, PhD | Aug 21, 2018

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

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 ...

Reading time: 4 min
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Customer Experience Measurement, Listen or Die, Survey Design
Sean McDade, PhD | Aug 7, 2018

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

The following is an excerpt from Listen Or Die by Sean McDade, PhD. An important metric in any successful VoC program is NPS, or Net Promoter Score. You should ...

Reading time: 6 min
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Customer Experience Measurement, Net Promoter Score, Listen or Die
Sean McDade, PhD | Jul 31, 2018

Lesson #4: Text Analytics Is More Than A VoC Feature — It's An Absolute Must-Have

The following is an edited excerpt from Listen Or Die by Sean McDade, PhD. The true “voice” of your customer is the unique words they share with you each time ...

Reading time: 11 min
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Voice of the Customer, Listen or Die, Text Analytics
Sean McDade, PhD | Jul 23, 2018

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

The following is an excerpt from Listen Or Die by Sean McDade, PhD. The best VoC programs are squarely focused on integrating all types of customer feedback ...

Reading time: 8 min
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Customer Feedback, Customer Experience Measurement, Listen or Die
Sean McDade, PhD | Jul 17, 2018

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the ...

Reading time: 10 min
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Voice of the Customer, Customer Experience Measurement, Listen or Die
Sean McDade, PhD | Jul 10, 2018

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

The following is an excerpt from Listen Or Die by Sean McDade, PhD. Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like ...

Reading time: 7 min
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Customer Centricity, Listen or Die
Sean McDade, PhD | May 24, 2018

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

After months of brainstorms, meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer ...

Reading time: 4 min
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Customer Experience, Voice of the Customer
David Rode | May 16, 2018

How to Leverage Your ISO 9001 Customer Satisfaction Survey to Build an Enduring Customer Experience Program

To comply with ISO 9001, thus do business in your industry, you are required to run an annual customer satisfaction survey. Many companies will conduct an ...

Reading time: 4 min
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Customer Experience Management Software, Compliance