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Sean McDade, PhD | Aug 7, 2019

How to Gain Leadership Buy-In for VoC... HINT: Show Them The $$$

For 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 ...

Reading time: 7 min
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ROI, Listen or Die, Program Adoption
Sean McDade, PhD | Jul 24, 2019

How to Tie Compensation to Your VoC Program

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 ...

Reading time: 5 min
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Listen or Die, Program Adoption, Compensation
Audrey Squaresky | Jun 26, 2019

Has Your CX Lost The Human Touch?

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving ...

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Customer Experience, Artificial Intelligence, Events
Sean McDade, PhD | Jun 18, 2019

A Bonus Lesson from Listen or Die

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 ...

Reading time: 3 min
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Voice of the Customer, Listen or Die, Best Practices
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 ...

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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 ...

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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