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...