Posts about customer-experience

All Customer Experience Strategy Customer Experience Voice of the Customer Customer Feedback
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 ...

Reading time: 4 min
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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 ...

Reading time: 6 min
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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 ...

Reading time: 7 min
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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 ...

Reading time: 5 min
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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
Sean McDade, PhD | Feb 12, 2018

#CXSecrets: Keeping a CX Mindset

Today's #CXSecret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because ...

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Customer Experience, Hospitality, CX Secrets
David Rode | Dec 12, 2017

CEMs vs. CRMs (And Why You Need Both)

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”

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Customer Experience, Customer Experience Management Software
Pooya Pourak | Nov 29, 2017

My Pleasant Pomegranate Purchasing Experience

Let me begin by saying that I am one of the biggest pomegranate promoters there is, but this article is not about the innumerous health benefits and my love ...

Reading time: 4 min
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Customer Experience, Customer Feedback
David Rode | Nov 2, 2017

Caught in the Act of Creating a Phenomenal Experience

If you have the great fortune to work or live around the bustling Logan Square neighborhood of Philadelphia, then it’s likely that you have been offered an ...

Reading time: 7 min
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Customer Experience, Customer Centricity, Hospitality