#CXSecrets: Don't Limit Feedback Opportunities
PeopleMetrics Founder & CEO Sean McDade advises companies to expand possibilities for customer feedback across multiple channels...
#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX
PeopleMetrics Founder & CEO Sean McDade explains how to use internal benchmarking within your company to quickly enhance customer...
#CXSecrets: CX Leaders Shouldn't Focus on Managing Feedback Systems
PeopleMetrics Founder & CEO Sean McDade explains why CX leaders need to focus solely on improving the customer experience, and...
Private Equity Firms: 9 Reasons to Include Customer & Employee Feedback in the Acquisition Due Diligence Process
By including customer and employee feedback in the acquisition due diligence process, astute investors can gain an intimate...
#CXSecrets: Not measuring CX is like not counting your money
PeopleMetrics Founder & CEO Sean McDade explains why not measuring customer experience is as crazy as not having a finance...
SaaS Companies: Implement a Product NPS Program in 5 Simple Steps
How B2B SaaS companies can start leveraging regular NPS reporting & end-user feedback in five simple steps to guide development,...
#CXSecrets: The Importance of Aligning CX with Marketing
PeopleMetrics Founder & CEO Sean McDade explains the importance of aligning Customer Experience (CX) with Marketing, and the risk...
American Airlines Creating Wi-Fi Friction
The implications of making changes to what used to be an easy, frictionless customer experience.
#CXSecrets: Keeping a CX Mindset
PeopleMetrics Founder & CEO Sean McDade explains the importance of thinking like a high-end hospitality organization - even if...