PeopleMetrics CX Blog

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

All Customer Experience Strategy Customer Experience Voice of the Customer Customer Feedback
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 ...

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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 ...

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Customer Experience Management Software, Compliance
PeopleMetrics | May 4, 2018

Key Findings from our Accounting & Tax Services Study [Infographic]

Tax season is finally over, and many accounting and tax services providers are coming back online and starting to think of how they can improve in 2019. Maybe ...

Reading time: 2 min
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Tax, Audit & Advisory, Independent Research
Sean McDade, PhD | Apr 9, 2018

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

Do you know any CX professionals who started out in market research? Chances are you probably know someone; and if you don't, look no further! Like many of my ...

Reading time: 7 min
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CX Secrets, Voice of Customer, Market Research
Matt Salvetti | Apr 5, 2018

Stop Losing Clients After Tax Season

Everybody works hard. There’s a reason that no hiring manager has ever been blown away by the answer “I’m a hard worker” when they ask why they should hire ...

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Tax, Audit & Advisory, Client Feedback
Sean McDade, PhD | Mar 26, 2018

#CXSecrets: Collecting Feedback IS a Touchpoint

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, ...

Reading time: 6 min
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CX Secrets, Customer Journey, Touchpoint Mapping
Sean McDade, PhD | Mar 21, 2018

#CXSecrets: Don't Limit Feedback Opportunities

We all remember that dreaded phone call. After working all day, you'd pull out your chair to sit down for a family dinner and the phone would ring. You'd roll ...

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Customer Feedback, CX Secrets
Sean McDade, PhD | Mar 12, 2018

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

Print this article Do you ever wonder if you're doing as well as your competitors? Of course you do! This is the familiar exercise of external benchmarking, or ...

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Customer Experience Measurement, CX Secrets