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PeopleMetrics | Nov 19, 2020

WATCH NOW: What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? | PeopleMetrics LIVE!

What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? What role do real-time alerts play in a Voice of Customer (VoC) program?  What are ...

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Customer Experience, Customer Service, PeopleMetrics LIVE
PeopleMetrics | Nov 11, 2020

WATCH NOW: What's the Difference Between Customer Experience (CX) and Customer Service? | PeopleMetrics LIVE!

  What's the Difference Between Customer Experience (CX) and Customer Service? Is Customer Experience (CX) the same as Customer Service? How can you use ...

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Customer Experience, Customer Service, PeopleMetrics LIVE
PeopleMetrics | Nov 4, 2020

WATCH NOW: Is Voice of Customer (VoC) The Same As Market Research? | PeopleMetrics LIVE!

  Is Voice of Customer (VoC) The Same As Market Research? What is the difference between Voice of Customer (VoC) and Market Research? Do you need both? How can ...

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Customer Experience, Market Research, PeopleMetrics LIVE
PeopleMetrics | Oct 28, 2020

WATCH NOW: What Does It Really Mean To Be "Customer-Centric"? | PeopleMetrics LIVE!

    What Does It Really Mean To Be "Customer-Centric?" Most companies say they’re “customer-centric,” but what does that actually mean?  How can you take ...

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Customer Experience, Customer Centricity, PeopleMetrics LIVE
Sean McDade, PhD | Sep 28, 2020

The One Relationship That Determines The Success of Your VoC Program

No matter how talented you are as a customer experience professional, you need a team to create a world-class VoC program. In this blog post, we are focusing ...

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Listen or Die, Program Adoption, Program Design
Sean McDade, PhD | Sep 10, 2020

B2B VoC and B2C VoC Are Completely Different

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 ...

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Voice of the Customer, Listen or Die, Program Design
Sean McDade, PhD | Jul 29, 2020

How to Write a Really Bad Survey

I have been writing and taking surveys for 30+ years.   Over that time, I have taken a lot of very bad ones. And when I first started writing surveys, I wrote ...

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Customer Experience, Voice of the Customer, Survey Design
Sean McDade, PhD | Jul 20, 2020

5 Strategies for CX Excellence

After writing my book, Listen or Die, which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful ...

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Customer Experience, Voice of the Customer, Program Design
Sean McDade, PhD | Jul 13, 2020

A Bonus Recommendation for Reopening Your VoC Program

In my last blog post, I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures.   If you have not checked out that blog post, ...

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Voice of the Customer, Customer Experience Survey, Survey Design