If You Want a Consistent Experience Across All Touchpoints, You Must Ask for Customer Feedback at Each One
No matter how your customer interacts with you, the ultimate goal is to have a consistent “omnichannel” experience...
How to Gain Leadership Buy-In for VoC... HINT: Show Them The $$$
The best way to secure executive sponsorship for VoC is to demonstrate that improving the customer experience pays big returns...
How to Tie Compensation to Your VoC Program
Yes, you should tie compensation to your VoC program (it's the best way to get people to actually use it!), but be strategic about...
Has Your CX Lost The Human Touch?
What good is AI if it isn't helping customers feel better about your brand? Forrester raised the point that even though our CX...
A Bonus Lesson from Listen or Die
Listen or Die author Sean McDade, PhD reveals a new bonus lesson from Listen or Die on the 1 year anniversary of its launch.
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...