Posts about customer-experience

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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
Sean McDade, PhD | Mar 7, 2018

#CXSecrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be ...

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Customer Experience, CX Secrets, Leadership
Sean McDade, PhD | Mar 2, 2018

#CXSecrets: Not measuring CX is like not counting your money

Wouldn't it be great if you could predict how much revenue you'd be receiving 2 months from now? 6 months from now? A year from now? Finance departments take ...

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Customer Experience, CX Secrets, Finance
Sean McDade, PhD | Feb 21, 2018

#CXSecrets: The Importance of Aligning CX with Marketing

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. There is even more room for disparity when ...

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Customer Experience, CX Secrets, Marketing
Sean McDade, PhD | Feb 13, 2018

American Airlines Creating Wi-Fi Friction

At PeopleMetrics, we often talk about creating an easy, or “frictionless” experience. The reason is that a great customer experience is usually about solving a ...

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Customer Experience, Customer Effort