Posts written by Sean McDade, PhD

Author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

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Sean McDade, PhD | Nov 22, 2019

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing ...

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Voice of Customer, Listen or Die, Program Adoption
Sean McDade, PhD | Oct 29, 2019

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

Today, I am going to focus on a very important topic – survey health. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC ...

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Customer Experience Measurement, Listen or Die, Survey Design
Sean McDade, PhD | Oct 3, 2019

Do You Need a Survey Tool or a VoC Partner?

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Often, people think they can ...

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Customer Experience Measurement, Listen or Die, Program Design
Sean McDade, PhD | Sep 12, 2019

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve ...

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Customer Experience Measurement, Touchpoint Mapping, Listen or Die
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 ...

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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 ...

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Listen or Die, Program Adoption, Compensation
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 ...

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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 ...

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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