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 | 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 ...

Reading time: 9 min
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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.   ...

Reading time: 8 min
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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 ...

Reading time: 6 min
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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
Sean McDade, PhD | May 4, 2020

Recover Alert Management - Centralized vs. Decentralized Approaches

Recover alerts are the core of any advanced VoC program.   Recover alerts immediately identify the customers who have had a recent poor experience. These are ...

Reading time: 11 min
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Voice of the Customer, Listen or Die, Alert Management
Sean McDade, PhD | Mar 16, 2020

The 3 Most Valuable Types of VoC Alerts

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Alerts allow ...

Reading time: 7 min
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ROI, Listen or Die, Alert Management
Sean McDade, PhD | Mar 4, 2020

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

Closing the loop arguably drives the greatest ROI with VoC programs. Here's how it works: when an individual customer has a problem, the front line of the ...

Reading time: 5 min
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ROI, Listen or Die, Alert Management
Sean McDade, PhD | Dec 27, 2019

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 ...

Reading time: 6 min
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Listen or Die, Program Adoption, Program Design
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 ...

Reading time: 5 min
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Voice of Customer, Listen or Die, Program Adoption