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 | Sep 28, 2020

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. In this blog post, we are focusing ...

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Listen or Die, Program Adoption, Program Design
Sean McDade, PhD | Sep 10, 2020

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 | Jul 29, 2020

How to Write a Really Bad Survey

I have been writing and taking surveys for 30+ years.   Over that time, I have taken a lot of very bad ones. And when I first started writing surveys, I wrote ...

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Customer Experience, Voice of the Customer, Survey Design
Sean McDade, PhD | Jul 20, 2020

5 Strategies for CX Excellence

After writing my book, Listen or Die, which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful ...

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Customer Experience, Voice of the Customer, Program Design
Sean McDade, PhD | Jul 13, 2020

A Bonus Recommendation for Reopening Your VoC Program

In my last blog post, I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures.   If you have not checked out that blog post, ...

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Voice of the Customer, Customer Experience Survey, Survey Design
Sean McDade, PhD | Jun 29, 2020

5 Recommendations for Reopening your VoC Program

In my last blog post, I wrote about how to build a Voice of Customer (VoC) program depending on the maturity of your current program. Given the changes in ...

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Voice of the Customer, Customer Experience Survey, Survey Design
Sean McDade, PhD | Jun 17, 2020

Build Your VoC Program From Where You Are: Part 1 - Building Phase

Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started.   ...

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Voice of the Customer, Listen or Die, Program Design
Sean McDade, PhD | Jun 8, 2020

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

It is possible for a company to really change their culture with a well designed VoC program. But to do so, VoC has to be more than complaint management. And ...

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Voice of the Customer, Listen or Die, Alert Management
Sean McDade, PhD | May 28, 2020

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC ...

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Voice of the Customer, Listen or Die, Root Cause Analysis