Posts about customer-experience

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PeopleMetrics | Nov 19, 2020

WATCH NOW: What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? | PeopleMetrics LIVE!

What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? What role do real-time alerts play in a Voice of Customer (VoC) program?  What are ...

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Customer Experience, Customer Service, PeopleMetrics LIVE
PeopleMetrics | Nov 11, 2020

WATCH NOW: What's the Difference Between Customer Experience (CX) and Customer Service? | PeopleMetrics LIVE!

  What's the Difference Between Customer Experience (CX) and Customer Service? Is Customer Experience (CX) the same as Customer Service? How can you use ...

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Customer Experience, Customer Service, PeopleMetrics LIVE
PeopleMetrics | Nov 4, 2020

WATCH NOW: Is Voice of Customer (VoC) The Same As Market Research? | PeopleMetrics LIVE!

  Is Voice of Customer (VoC) The Same As Market Research? What is the difference between Voice of Customer (VoC) and Market Research? Do you need both? How can ...

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Customer Experience, Market Research, PeopleMetrics LIVE
PeopleMetrics | Oct 28, 2020

WATCH NOW: What Does It Really Mean To Be "Customer-Centric"? | PeopleMetrics LIVE!

    What Does It Really Mean To Be "Customer-Centric?" Most companies say they’re “customer-centric,” but what does that actually mean?  How can you take ...

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Customer Experience, Customer Centricity, PeopleMetrics LIVE
Sean McDade, PhD | Jul 29, 2020

How to Write a Really Bad Survey

I have been writing and taking surveys for 30+ years.   Over that time, I have taken a lot of very bad ones. And when I first started writing surveys, I wrote ...

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Customer Experience, Voice of the Customer, Survey Design
Sean McDade, PhD | Jul 20, 2020

5 Strategies for CX Excellence

After writing my book, Listen or Die, which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful ...

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Customer Experience, Voice of the Customer, Program Design
Audrey Squaresky | Jun 26, 2019

Has Your CX Lost The Human Touch?

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving ...

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Customer Experience, Artificial Intelligence, Events
Sean McDade, PhD | Aug 31, 2018

CX Is NOT The Same As Customer Service. Know The Difference.

The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX). All too ...

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Customer Experience, Touchpoint Mapping, Listen or Die, Customer Service
Sean McDade, PhD | May 24, 2018

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

After months of brainstorms, meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer ...

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Customer Experience, Voice of the Customer