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Sean McDade, PhD | Jun 4, 2019

Lesson #10: 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 ...

Reading time: 7 min
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Voice of the Customer, Listen or Die, Program Design
Sean McDade, PhD | Feb 20, 2019

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

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 ...

Reading time: 5 min
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Voice of the Customer, Listen or Die, CSAT
Sean McDade, PhD | Sep 24, 2018

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

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 ...

Reading time: 5 min
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Voice of the Customer, Market Research, Listen or Die
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