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 share best practices on how to create a great Voice of Customer (VoC) program.
Over the past year, another lesson has emerged that I would like to share with you...
This bonus lesson is that the very best CX leaders are focusing on being more human, not providing more technology.
Chatbots and endless IVR loops may scale, but they often do not deliver a great customer experience. In fact, it's often the opposite.
Customers want things to be easy with as little friction as possible. And when things are not easy or when problems occur, they expect you to be empathetic to their plight.
Are you measuring empathy in your VoC program? Are you training your people to be empathetic to customer challenges? Are you balancing your CX technology and human investments?
What CX lessons have you learned in 2019?
About the Author
Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes. Sean was named a 40 under 40 award recipient of the Philadelphia region. He is an active Angel Investor, including investments in Tender Greens, CloudMine and Sidecar.
Posted on 06-18-2019