Humans Matter More Than Ever: Why AI Will Reinforce, Not Replace, Human Insight
Discover why AI won’t replace human insight in market research, it will amplify it. The future of research is faster, smarter, and...
You Have 12 Months: Why AI Will Redefine Market Research and Insights
AI won’t take your job. A smarter researcher using AI will. Here’s why insights professionals have 12 months to embrace Amplified...
From Skepticism to Transformation: The AX Curve in Market Research
The AX (Agentic Experience) Curve shows how AI in market research evolves from simple conversation tools to socially embedded...
The Complete 1000x Market Researcher Series
Discover the complete 1000x Market Research Series: seven blogs showing how AI and LLMs are transforming insights work. Learn the...
The 1000x Market Researcher Playbook
Discover the 1000x Market Researcher Playbook, an AI-powered operating system with principles, tools, and a 30-day plan to drive...
6 Proven Actions to Turn Your Insights Team Into a 1000x Machine
A practical, 6-step playbook for market research, insights, and CX leaders to transform their teams into 1000x machines,...
From Decks to Engines: How 1000x Market Researchers Build Systems That Scale
Discover how 1000x market researchers replace short-lived decks with repeatable insight engines: secure, scalable systems that...
The 1000x Insight Stack: Tools and Workflows That Change the Game
A practical guide for market researchers and CX leaders to build a focused AI-powered insight stack, using tools like ChatGPT...
How to Think Like a 1000x Market Researcher (and Why It Matters)
Discover how top market researchers are thinking differently in the age of AI, shifting from technicians to strategic architects...
How to Become a 1000x Market Researcher (Without Writing a Line of Code)
If you’re a market researcher, insights professional, or CX leader trying to make sense of human data in an AI-driven world, this...
Why Most Market Researchers Will Be Obsolete in 3 Years
AI is dividing the insights world into 1000x professionals and those left behind. This post explores what the future of market...
Why I Started “Sean’s AI Signal” and What It Means for Insights
Explore why I launched Sean’s AI Signal, a weekly Substack curating the most important AI trends, and what they mean for insights,...
Mastering NPS: From Foundational to Elite: The Complete Series
Master NPS with this 10-part series from PeopleMetrics. Learn how to design effective surveys, close the feedback loop, activate...
From Foundational to Elite: How to Make NPS Really Work
Discover how to transform NPS from a simple survey score into a company-wide system that builds customer loyalty every day. Learn...
How to Set Effective NPS Goals That Drive Customer Loyalty Company-Wide
Struggling to turn NPS into a true growth engine? This guide helps CX and operations leaders embed NPS goals across teams, link...
How to Connect Employee Experience to NPS and Why It Makes You Elite
Most NPS programs ignore the biggest driver of customer loyalty: your employees. This guide shows how elite teams use eNPS...
How to Make NPS a Habit, Not Just a Project
The best NPS programs don’t just collect feedback—they build habits. Discover how elite companies embed NPS into their daily...
Activating Promoters: The Hidden Secret That Moves You Into Elite NPS Territory
Learn how elite NPS programs turn Promoters into powerful growth engines, through fast outreach, personal connections, and smart...
Closing the Loop: The Most Important (and Most Ignored) Part of NPS
Closing the loop is where NPS programs go from foundational to elite. Learn how to follow up with customers, fix root causes, and...
How to Share NPS Results So People Actually Care
Sharing NPS results shouldn’t stop at a score. Learn how to turn customer feedback into stories your teams understand, trust, and...
Unlock the ‘Why’: How to Use Open-Ended Feedback and Driver Analysis to Make NPS Actionable
The NPS score is just the start. Learn how to capture the “why” behind customer feedback, analyze open-ended responses, and...
How to Run an NPS Survey That Actually Works
Learn how to design and run an NPS survey that delivers meaningful, actionable insights, not just a score. Timing, sampling, and...
What NPS Is (And What It Isn’t)
Net Promoter Score is one of the most widely used—and misunderstood—customer loyalty metrics. In this article, we break down what...
Gen Next: Winning the Future Market: The Complete Series
The complete Gen Next: Winning the Future Market series—9 research-backed articles on how Gen Z and Millennials are reshaping...
Gen Next: Winning the Future Market Article #9: The Experience Generation: What Gen Z and Millennials Expect (That Most Brands and Employers Still Don’t Get)
Gen Z and Millennials aren’t the future—they’re the now. From real-time decisions to emotional ROI, financial stress, and...
Gen Next: Winning the Future Market Article #8: Economic Anxiety Is Real: What Financial Insecurity Means for Engagement, Retention, and Brand Trust
Gen Z and Millennials may seem confident, but many are quietly burdened by financial stress. Nearly half live paycheck to...
Gen Next: Winning the Future Market Article #7: The Future Is Human: Why Soft Skills Matter More Than Ever
Even in an AI-driven world, Gen Z and Millennials crave emotional connection. They value empathy over efficiency, real...
Gen Next: Winning the Future Market Article #6: They’re Learning Machines: Why Gen Z and Millennials Are Always Leveling Up (And Expect You to Help)
Gen Z and Millennials are self-taught, always learning, and expect the brands they engage with to help them grow. For them,...
Gen Next: Winning the Future Market Article #5: The Purpose Principle: Why Meaning Is the New Metric
For Gen Z and Millennials, purpose isn’t optional—it’s how they decide where to work, what to buy, and who to support. If your...
Gen Next: Winning the Future Market Article #4: What Gen Z and Millennials Expect from Leadership (And Why Most Managers Are Failing)
Gen Z and Millennials are redefining leadership, prioritizing mentorship, meaning, and emotional connection over hierarchy. Here’s...
Gen Next: Winning the Future Market Article #3: The Trifecta of Loyalty for Gen Z/Millennials: Money, Meaning, and Mental Health
Gen Z and Millennials crave more than perks—they want financial fairness, real purpose, and mental health support. Learn what...
Gen Next: Winning the Future Market Article #2: From TikTok to Venmo: Where the Next Generation of Consumers Live (and Decide)
Gen Z and Millennials make real-time decisions in digital-first spaces like TikTok, Venmo, Instagram, and AI tools. If your brand...
Gen Next: Winning the Future Market Article #1: What Gen Z and Millennials Really Want and Why It’s Different Than You Think!
Gen Z and Millennials are reshaping the economy, culture, and brand expectations. Learn what sets them apart and how to meet them...
Waymo, Lyft, and What They Signal for the Future of Market Research
Waymo’s self-driving fleet now outpaces Lyft in San Francisco—proof that intelligent systems can outperform massive human...
Tying Compensation to Survey Results: What We've Learned Over the Years
Thinking about tying compensation to customer survey scores? It can drive results—but only if done right. Learn what works, what...
The New Battle for Data Integrity in Market Research: The Complete Series
Explore PeopleMetrics’ complete 10-part series on survey fraud and data integrity—from a $10M scandal to AI-generated responses,...
The New Battle for Data Integrity in Market Research: The Future Belongs to the Real
This 10th and final post in our data integrity series confronts a critical truth: Market research is at a crossroads. The $10M...
The New Battle for Data Integrity in Market Research: What Synthetic Data Actually Is And When It’s Useful
Synthetic data isn’t fraud—it’s a tool. When built on verified human feedback, it can enhance research and CX. But if based on...
The New Battle for Data Integrity in Market Research: The True Cost of Bad Data
The true cost of bad data isn’t just wasted money—it’s lost trust, missed opportunities, and strategic failure. The Op4G/Slice...
The New Battle for Data Integrity in Market Research: What to Do If You Have To Use Third-Party Sample Providers
The Op4G/Slice fraud case exposed the dark side of online survey panels—$10 million in fake data. Learn the critical questions to...
The New Battle for Data Integrity in Market Research: Real CX Data from Real Customers (Your Secret Weapon Against Fraud)
Discover why Customer Experience (CX) feedback is one of the safest, most reliable sources of research data, free from the risks...
The New Battle for Data Integrity in Market Research: Custom Research Panels — How They Work and Why They Matter
Discover how custom research panels can transform market research, ensuring data quality, speed, cost savings, and stakeholder...
The New Battle for Data Integrity in Market Research: The Traditional Online Panel Model Is Breaking Down
The indictment of Op4G and Slice reveals deeper issues with traditional online panels — exposing how flawed sourcing, overuse, and...
The New Battle for Data Integrity in Market Research: Why Fraud Detection Systems Are Failing (And Will Get Worse)
The $10M fraud scheme involving Op4G and Slice revealed how outdated detection methods fail. Discover why AI-driven survey fraud...
The New Battle for Data Integrity in Market Research: What AI Survey Fraud Actually Looks Like — And Why It’s So Hard to Detect
AI-generated survey fraud is here — and it’s smarter than ever. Learn how it evades detection and why human verification is the...
The New Battle for Data Integrity in Market Research: The $10M Fraud Case Is Just the Tip of the Iceberg
A $10M fraud case exposes deep vulnerabilities in market research data integrity — and it's just the beginning. Learn why...
Reflections on Revisiting Listen or Die in the Age of AI
How AI is revolutionizing Voice of Customer programs while core listening principles remain unchanged—exploring AI-powered...
The Ultimate VoC Checklist for 2025 (In the Age of AI)
Discover the ultimate 2025 Voice of Customer (VoC) checklist—combining timeless CX best practices with cutting-edge AI strategies
Listen or Die Conclusion Revisited: Play Offense with AI and Systemic Change — This is the Future of VoC
Discover how AI is transforming Voice of the Customer (VoC) from passive listening to proactive, systemic change. Learn how CX...
Lesson #40 Revisited: In-Moment Feedback is the Ultimate VoC Power Move (And AI is Only Accelerating It)
Discover how AI is revolutionizing in-moment feedback. Learn why capturing customer input during the experience leads to higher...
Lesson #39 Revisited: Conversational Surveys and AI—The Future of Listening is Here
AI is revolutionizing VoC by turning static surveys into dynamic conversations. Discover how conversational surveys deepen...
Lesson #38 Revisited: The Future of VoC Is AI—And It’s Already Here!
AI is transforming Voice of the Customer (VoC)—from text analytics to real-time insights and conversational surveys. Discover 3...
Lesson #37 Revisited: A Mobile App Helps Increase Usage—But Not in the Way You Might Think
Mobile remains essential in VoC—less for deep analysis, more for fast action. Learn why simplicity, responsiveness, and smart...
Lesson #36 Revisited: If People Are Already Using a CRM, Make It Easy for Them to View VoC Data
CRM + VoC integration is smarter than ever with AI—but adoption still hinges on access and simplicity. Learn how embedding...
Lesson #35 Revisited: The Secret to Getting Your People to Use VoC? Tie It to Compensation (Still True in 2025)
Tying compensation to VoC metrics still works—even in the age of AI. Bonuses, recognition, and incentives drive real engagement....
Lesson #34 Revisited: If You Build It, They Still Might Not Come
AI has changed many aspects of VoC, but internal adoption remains a human challenge. Learn how to drive frontline engagement,...
Lesson #33 Revisited: Don’t Let VoC Become Complaint Management—Celebrate the Positive Too!
VoC shouldn’t just be about fixing problems—it should celebrate successes too! Learn how recognition alerts can transform your...
Lesson #32 Revisited: Want to Fix Root Causes? Ask Your People. (AI Can’t Replace Them)
Root cause analysis is key to scaling your VoC program—but solving customer issues requires more than just data. Learn how...
Lesson #31 Revisited: Root Cause Analysis (RCA) Is a Must—AI Helps a Bit, But the Pain and the Payoff Are Still Yours
Unlock the full ROI of your VoC program with Root Cause Analysis (RCA). While AI can help surface patterns, real impact comes from...
Lesson #30 Revisited: Closing the Loop on Alerts—Has AI Changed This?
AI enhances VoC programs by improving alert prioritization and routing, but the core principle of closing the loop—timely,...
Lesson #29 Revisited: Social Reviews Are Still Your Most Important Surveys—Because They’re Public!
Social reviews can make or break your brand reputation, making them more important than ever. AI helps analyze trends and flag...
Lesson #28 Revisited: To Incentivize or Not to Incentivize—Has AI Changed This?
AI enhances incentive strategies in VoC surveys but doesn’t change human psychology—people still respond to meaningful rewards....
Lesson #27 Revisited: Why the First Question Matters (And AI has NOT Impacted This)
AI is revolutionizing VoC, but some of the best practicing remain unchanged. Putting the first survey question in your email...
Lesson #26 Revisited: The Hidden Cost of Cheap, Generic Surveys—And How AI Could Change That
A poorly designed survey sends the wrong message about your brand. Customers expect a seamless, branded experience—even when...
Lesson #25: Customer Sample Lists Are the Most Challenging Part of Any VoC Program—And AI Could Help (Eventually)
VoC surveys are only as good as the customer sample lists behind them. Learn how AI could streamline data extraction, cleansing,...
Lesson #24 Revisited: Shorter Surveys are Usually Better- But If It's Too Short, It Could Come Back To Bite You
Short surveys improve response rates but may lack the depth needed for actionable insights. AI can enhance follow-ups, but a...
Lesson #23 Revisited: Survey Health is Everything—AI Enhances the Process, But Human Oversight Remains Critical
Ensure your VoC program’s success with AI-driven survey health optimization. Improve response rates, reduce abandonment, and...
Lesson #22 Revisited: Start Small with Transactional VoC—You’ll Thank Me Later
Launching a transactional VoC program? Start with a pilot. Learn how AI-driven insights and human expertise can refine surveys,...
Lesson #21 Revisited: Start Slow, Build Smart – AI and the Human Touch in Relationship Surveys
AI is transforming VoC programs, making relationship surveys smarter and more efficient. Learn how to balance AI-driven insights...
Lesson #20 Revisited: Measuring the Prospect Experience with AI
AI is transforming the prospect experience, enhancing sales interactions while keeping human connection at the core. Learn how...
Lesson #19 Revisited: How AI is Reshaping Omnichannel Feedback Collection
AI is revolutionizing omnichannel feedback collection—making it more dynamic, predictive, and seamless. Learn how AI enhances...
Lesson #18 Revisited: AI and the Future of Touchpoint Mapping
AI is transforming touchpoint mapping—making it faster, smarter, and more adaptive. Discover how AI-powered insights help CX...
Lesson #17 Revisited: The Survey Is Dead. Long Live the Survey! (And AI is Helping)
AI is revolutionizing surveys—not replacing them! Discover how AI-powered tools enhance survey design, logic, and insights while...
Lesson #16 Revisited: Do You Need a Survey Tool or a True VoC Partner?
AI is revolutionizing VoC, but human expertise remains essential. Discover how AI-powered platforms enhance insights—and why a...
Lesson #15 Revisited: You Can’t Do This Alone – Building the Right Internal Team for VoC in the Age of AI
Building a world-class VoC program requires internal alignment—IT, BI, Legal, and Procurement all play a role. Learn how AI is...
Lesson #14 Revisited: Voice of Customer (VoC) Communications in the Age of AI - A 2025 Perspective
AI is revolutionizing VoC communication. While the fundamentals of clear, consistent messaging remain, AI now amplifies and...
Lesson #13 Revisited: Show Me the ROI—How AI is Making the Business Case for VoC Even Stronger
AI is transforming VoC by making CX ROI undeniable. Discover how AI quantifies revenue at risk, prioritizes high-impact CX...
Lesson #12 Revisited: Leadership Buy-In is the Lifeblood of VoC—AI Won’t Change That
AI is revolutionizing VoC programs, but leadership buy-in remains the key to success. Discover why executive commitment—not...
Lesson #11 Revisited: Where You Start with VoC Depends on Where You Are—And How AI Can Help Along the Way
Discover how AI is transforming Voice of the Customer programs at every stage—Building, Growth, and Optimization. Learn how AI...
Lesson #10 Revisited: B2B VoC vs. B2C VoC—AI Enhances Both, But the Human Element Still Matters
Discover how AI is transforming B2B and B2C VoC, making feedback analysis smarter, faster, and more actionable—while keeping human...
Lesson #9 Revisited: VoC Replaced Old-School CSAT Tracks—Now AI Is Taking It Even Further
AI is revolutionizing Voice of Customer programs, but human expertise remains key. Discover how AI enhances feedback analysis,...
Lesson #8 Revisited: The Convergence of VoC and Market Research in the Age of AI
Discover how AI is revolutionizing the convergence of Voice of Customer (VoC) programs and market research. Learn how real-time...
Lesson #7 Revisited: CX Is Not the Same as Customer Service—AI Is Transforming Both
Explore the key differences between Customer Experience and Customer Service and how AI is revolutionizing both. Discover how...
Lesson #6 Revisited: NPS Isn’t Enough—AI Helps Identify the Actions That Improve CX
Discover why NPS alone isn’t enough to improve CX. Learn how AI uncovers root causes, recommends actionable fixes, and helps CX...
Lesson #5 Revisited: You’ve Got to Know and Use NPS—Even in the Age of AI
Explore the enduring importance of Net Promoter Score (NPS) in the AI era. See how AI adds depth to NPS insights while human...
Lesson #4 Revisited: Text Analytics from Machine Learning to LLMs
Explore how large language models (LLMs) are transforming Voice of the Customer (VoC) programs with advanced insights, dynamic...
Lesson #3 Revisited: AI and the Quest for a Single Source of Truth in CX Feedback
Discover how AI is reshaping VoC platforms to unify feedback and drive insights, while human expertise remains vital for true...
Lesson #2 Revisited: AI and the Real Meaning of CX Measurement
Explore how AI is revolutionizing CX measurement with real-time insights, sentiment analysis, and predictive feedback, while...
Lesson #1 Revisited: Is AI Making Us More Customer-Centric?
Discover how AI is reshaping customer-centricity in 2025. Learn why listening, acting, and maintaining the human connection remain...
Listen or Die: The AI Perspective
Explore how AI transforms the 40 customer listening principles from 'Listen or Die.' Learn which CX fundamentals remain unchanged,...
From the Internet to AI: How PeopleMetrics is Embracing the Next Research Revolution
Explore how AI is transforming market research, from a founder who witnessed the internet revolution in 2001. Learn how...
The 5 Advantages of Custom Research Panels
Learn the 5 advantages of using Custom Research Panels - the highly curated, custom sample panels consisting of customers and/or...
How to Get Started with Customer Experience Research Now
Customer experience research ensures your CX program stays up-to-date with your customers’ needs. Learn how to start a customer...
The Melior Group Joins PeopleMetrics!
I am thrilled to announce that PeopleMetrics has acquired The Melior Group. The Melior Group provides market research services,...
Improving Customer Experience in Banking: 7 Promising Trends
Creating experience in banking is constantly evolving. Stay up to date with competitors by exploring these seven promising CX...
Closed-Loop Customer Feedback: How to Drive Real CX Results
If you want increased customer retention and happier customers, explore this guide to learn the five characteristics of a...
What’s a Customer Journey Map? Template & Crash Course
This introductory guide to customer journey mapping will give you everything you need to know to start driving serious CX...
Customer Advisory Boards (CABs): Frequently Asked Questions
Customer advisory boards (CABs) will help you gather invaluable feedback, increase customer loyalty, and give your business a...
What is Customer Experience? Complete Introduction to CX
Customer experience (CX) has quickly become a key differentiator of leading businesses. Learn all the essentials with our complete...
3 Trends in CX, High-Impact Customers and PeopleMetrics Update
High-impact customers require a different experience than the masses. Yet, the CX industry largely has treated them the same as...
Customer Satisfaction Software: Crash Course & Top Features
Customer satisfaction software helps businesses generate feedback and solve problems in real time. Learn how the right tools and...
Lots of Exciting News!
I have some more exciting news to share – PeopleMetrics has acquired Center for Strategy Research (CSR). This is our first...
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 -...
B2B VoC and B2C VoC Are Completely Different
Listen or Die author Sean McDade, PhD explains the differences between B2B and B2C Voice of the Customer (VoC) programs.
How to Write a Really Bad Survey
There are a lot of bad surveys out there. Here are 3 surefire ways to write a really bad one... so you know what to avoid when...
5 Strategies for CX Excellence
These 5 CX strategies provide the biggest impact or provide the most insight on driving CX excellence.
A Bonus Recommendation for Reopening Your VoC Program
Why include video in your surveys? Capturing how your customers feel after their experience will yield insights that you could...
5 Recommendations for Reopening your VoC Program
Pre-COVID-19, many VoC programs were mature and focused on higher order needs. Now your customers need to feel safe. Period. Full...
Build Your VoC Program From Where You Are: Part 1 - Building Phase
COVID-19 has no doubt changed something about your CX. Use this Building Phase checklist to reassess your current VoC program and...
Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.
There are so many benefits to collecting and managing recognize alerts. It provides a balance to recover alerts, a cost-effective...
Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain
Implement Root Cause Analysis (RCA) on each and every recover alert to reduce the chance of churn across all of your customers,...
Recover Alert Management - Centralized vs. Decentralized Approaches
Recover alerts are the core of any advanced VoC program. Let’s talk about the two primary strategies companies use to respond to...
The 3 Most Valuable Types of VoC Alerts
VoC alerts allow companies to recover lost customers, recognize star employees and generate new leads. Taking action on alerts is...
Closing the Loop on Alerts Provides Immediate ROI. Get It Right!
Immediately following up & resolving customer issues is reason enough to invest in VoC. That's why many companies do it - and you...
Get Your Bank Ready to Measure CX in 2020
2020 is here. Whether you're launching your very first CX program or evolving your existing one (or you're somewhere in between!),...
3 Secrets to Managing CX Through an Acquisition
Is your bank growing through acquisitions? What’s the secret to a smooth transition? There’s not one secret, but three...
Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It
A great VoC program communicator has the same mindset as a marketing professional. At the onset of the program, communicate what...
Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.
If survey health is poor, nothing else you do with your VoC program will matter. Everything else — the touchpoints, the...
Do You Need a Survey Tool or a VoC Partner?
Often, people think they can create a world-class VoC program themselves using a low-end technology tool, but this can be...
If You Want a Consistent Experience Across All Touchpoints, You Must Ask for Customer Feedback at Each One
No matter how your customer interacts with you, the ultimate goal is to have a consistent “omnichannel” experience...
How to Gain Leadership Buy-In for VoC... HINT: Show Them The $$$
The best way to secure executive sponsorship for VoC is to demonstrate that improving the customer experience pays big returns...
How to Tie Compensation to Your VoC Program
Yes, you should tie compensation to your VoC program (it's the best way to get people to actually use it!), but be strategic about...
Has Your CX Lost The Human Touch?
What good is AI if it isn't helping customers feel better about your brand? Forrester raised the point that even though our CX...
A Bonus Lesson from Listen or Die
Listen or Die author Sean McDade, PhD reveals a new bonus lesson from Listen or Die on the 1 year anniversary of its launch.
VoC Programs Are Not Old-School CSAT Tracks
Listen or Die author Sean McDade, PhD explains the benefits of Voice of the Customer (VoC), and explains how it differs from...
VoC Is Not The Same Thing As Market Research, But They're Converging
Listen or Die author Sean McDade, PhD explains the differences between Voice of the Customer (VoC) and Market Research; and some...
CX Is NOT The Same As Customer Service. Know The Difference.
Listen or Die author Sean McDade, PhD explains the difference between customer experience (CX) and customer service (CS).
You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey
Listen or Die author Sean McDade, PhD explains different ways to measure recent customer experiences, and stresses the importance...
You've Got To Know And Use NPS, Even If You Don't Like It
Listen or Die author Sean McDade, PhD reviews the basic principles of Net Promoter Score (NPS) and explains why, despite its...
Text Analytics Is More Than A VoC Feature — It's An Absolute Must-Have
Listen or Die author Sean McDade, PhD explains the differences between structured and unstructured customer feedback, and explores...
VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX
Listen or Die author Sean McDade, PhD explains the differences between solicited and unsolicited; verified and observed customer...
CX Measurement Is Hot, But It's Not What You Think It Is
Listen or Die author Sean McDade, PhD shares the definition of Voice of the Customer (VoC), and explains the significant...
Everyone Wants To Be Customer-Centric, But No One Knows What That Means
Listen or Die author Sean McDade, PhD explains the meaning of customer-centricity, and how organizations can leverage a Voice of...
ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold
I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold, will be available...
How to Leverage Your ISO 9001 Customer Satisfaction Survey to Build an Enduring Customer Experience Program
To comply with ISO 9001, businesses are required to run an annual customer satisfaction survey. The annual ISO survey is the ideal...
Key Findings from our Accounting & Tax Services Study [Infographic]
Accounting & Tax Services Providers: are you confident that your clients will stay? Our study shows that 40% of clients on the...
#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions
PeopleMetrics Founder & CEO Sean McDade explores how market researchers are leveraging Voice of Customer programs to quickly...
Stop Losing Clients After Tax Season
Do you know if your clients were satisfied with their tax season experience? Collect client feedback to help your CPA firm attract...
#CXSecrets: Collecting Feedback IS a Touchpoint
PeopleMetrics Founder & CEO Sean McDade reminds CX leaders that collecting feedback from customers is a touchpoint in and of...
#CXSecrets: Don't Limit Feedback Opportunities
PeopleMetrics Founder & CEO Sean McDade advises companies to expand possibilities for customer feedback across multiple channels...
#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX
PeopleMetrics Founder & CEO Sean McDade explains how to use internal benchmarking within your company to quickly enhance customer...
#CXSecrets: CX Leaders Shouldn't Focus on Managing Feedback Systems
PeopleMetrics Founder & CEO Sean McDade explains why CX leaders need to focus solely on improving the customer experience, and...
Private Equity Firms: 9 Reasons to Include Customer & Employee Feedback in the Acquisition Due Diligence Process
By including customer and employee feedback in the acquisition due diligence process, astute investors can gain an intimate...
#CXSecrets: Not measuring CX is like not counting your money
PeopleMetrics Founder & CEO Sean McDade explains why not measuring customer experience is as crazy as not having a finance...
SaaS Companies: Implement a Product NPS Program in 5 Simple Steps
How B2B SaaS companies can start leveraging regular NPS reporting & end-user feedback in five simple steps to guide development,...
#CXSecrets: The Importance of Aligning CX with Marketing
PeopleMetrics Founder & CEO Sean McDade explains the importance of aligning Customer Experience (CX) with Marketing, and the risk...
American Airlines Creating Wi-Fi Friction
The implications of making changes to what used to be an easy, frictionless customer experience.
#CXSecrets: Keeping a CX Mindset
PeopleMetrics Founder & CEO Sean McDade explains the importance of thinking like a high-end hospitality organization - even if...
Introducing #CXSecrets with Sean McDade
Sean McDade introduces CX Secrets, a video series featuring exclusive bonus materials from his book, Listen or Die!
NIST 800-171 is Looming Large for Higher Education Institutions: Thoughts on How to Defuse a Ticking Time Bomb
Higher education institutions can leverage existing data systems & forward-thinking audit services to prepare for NIST 800-171...
How Customer Centricity Is Changing Pharmaceutical Customer Experience
Pharmaceutical companies are shifting toward customer centricity to better serve patients and improve customer experience.
6 Best Practices for Managing Volunteer Experience Programs for the Nonprofit Sector
How the principles of Customer Experience Management can be leveraged in the nonprofit sector.
CEMs vs. CRMs (And Why You Need Both)
Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right? Not quite.
Are You There, Company? It's Me, Your Customer.
You're running a successful VoC program. But do your customers know that you’re actually listening to them?
My Pleasant Pomegranate Purchasing Experience
I am one of the biggest pomegranate promoters there is, let me tell you about my recent pomegranate purchasing customer experience.
Caught in the Act of Creating a Phenomenal Experience
If you live or work around Logan Square in Philadelphia, then it’s likely you've been offered a "Have a great day!" from the...
12 Reasons to Invest More in Customer Experience
Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy?
Uncovering Your Customers' Wows and Woes in 10 Steps
Uncovering Your Customers' Wows and Woes in 10 Steps
5 Steps on Setting Goals for Customer Experience Improvement
5 Steps on Setting Goals for Customer Experience Improvement
How to Keep Your Customers' Data Secure
Data security is one of the leading topics when it comes to retention of high dollar customers.
Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers
Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers
How to Turn Customers into Your Promoters
Engaging with customers has changed over time, here are some ways to make your customers feel valued and provide a better...
Failing Your Customers Can Help You Serve Them Better
Nobody wants to fail. But the hard truth is that failure is a fact of life. But, Failing Your Customers Can Help You Serve Them...
5 Mistakes to Avoid in your Voice of Customer Program
When creating a VOC program for the first time you will want to avoid these tempting mistakes.
5 Kinds of Facebook Content that Will Engage Your Customers
Using social media with your customers is more prevalent now than ever, learn how these companies engage with their customers...
Best Practices for Customer-Centric Decision Making
Best Practices for Customer-Centric Decision Making
4 Effective Ways to Run Your Remote Customer Service Team
How to manage remote employees is becoming more common but it is not the easiest task. You will learn how to manage your team and...
5 Necessities of an Effective Closed-Loop Customer Feedback Program
5 Necessities of an Effective Closed-Loop Customer Feedback Program
Should You Outsource Your Customer Feedback Program or Keep it In-House?
Should You Outsource Your Customer Feedback Program or Keep it In-House?
Four Steps to Quickly and Cost-Effectively Validate Customer Personas
Four Steps to Quickly and Cost-Effectively Validate Customer Personas
An Introduction to Building Customer Understanding
An Introduction to Building Customer Understanding
Four Key Customer-Centric Disciplines for Growth Banks
Four Key Customer-Centric Disciplines for Growth Banks
How to Define Your Priorities and Build a Plan for Customer Centricity
How to Define Your Priorities and Build a Plan for Customer Centricity
How to Prepare Your Bank for Ongoing Customer Feedback and Action
How to Prepare Your Bank for Ongoing Customer Feedback and Action
Don't forget to put the Service in your SaaS
"Service" is an important part of SaaS... we dig into the why.
Retailers, Listen Up: Quit Wasting Customers’ Time
Do companies really care about what their customers have to say? To get an answer, PM Guest Author Martha Brooke at Interaction...
Top 3 Ways for Field Service Companies to Improve Customer Experience
Our research into field service customer experiences
5 Insights from Our 2016 Study on Customer Experience for Banks
Our research into banking customer experiences
How to Balance Intuition in Customer Experience Management and Sales
Customer and prospect feedback can bring objectivity in customer experience management, as well as new opportunities for sales...
How Many of Your Customers Have Suggestions for Improving Customer Experience?
If you're collecting customer feedback without acting on it, then consider Voice of the Customer software in your customer...
Is the Golden Rule Part of Your Customer Experience Strategy?
Let's talk simple customer experience strategy in light of insults delivered via receipt. The Golden Rule will always be a...
Not All Data is Important for Your Customer Experience Improvement
Just a reminder to focus on actionable insights in your customer experience improvement. Improving customer experience is about...
Customer Experience Best Practices: Thoughts on Mobile Design
In this post, we're taking a look at some customer experience best practices and customer experience strategies in mobile design.
An Inside Look at the Customer Experience Strategy of Mercedes-Benz
A Q&A with Joseph Michelli, whose recent book covers the customer centricity and ongoing customer experience strategy at...
3 Reasons Why Customer Experience Management Solutions Are So Powerful
If you feel stuck in analysis paralysis, or your progress has stalled, maybe it's time to look into a customer experience...
How to Improve the Customer Experience: Closing the Loop on Feedback
If you want to know how to improve the customer experience but feel stuck, focus on closing the loop on customer feedback.
How to Best Use Customer Feedback: 3 Ways to Act on Big Data
Here are three thoughts on how to best use customer feedback and act on big data.
3 Thoughts on Improving Online Banking Customer Experience
Here are three thoughts to consider when designing a strategy to improve your online banking customer experience.
Choose a Measurement to Improve Customer Experience
This year, try picking an actionable customer experience improvement metric to gain traction on your customer experience strategy.
Our Top Ten Customer Experience Blogs of 2015
In this annual round-up, we're listing the top ten customer experience blog posts for the PeopleMetrics Customer Experience...
Customer Experience Best Practices: How to Retrain Your Customers
Learn how thinking about the prospect experience and the entire customer experience can help customer retention during times of...
4 Tips to Boost Conversions and Customer Retention on Cyber Monday
Here are four data security tips to increase your Cyber Monday conversions and improve customer retention throughout the holiday...
REI and Balancing Sales and Customer Experience Improvement
How outdoor retailer REI's dirty laundry relates to the difficulties of improving customer experience and real customer centricity.
How to Improve the Customer Experience: 3 Tech Questions
Here are three questions that can help you figure out how to improve the customer experience with technology.
What's the Difference Between NPS and Customer Engagement?
Let's look at the difference between Net Promoter Score and customer engagement metrics, and when to use them to improve customer...
What's the Difference Between Customer Satisfaction & Customer Effort Score?
Let's look at customer satisfaction metrics and customer effort score, and suggestions for using each customer experience metric.
What Ants Can Show You About Employee Engagement & Customer Centricity
Recent research shows that a majority of ants are lazy. Find out what that can teach you about employee engagement and customer...