Posts about customer-experience-measurement

All Customer Experience Strategy Customer Experience Voice of the Customer Customer Feedback
Sean McDade, PhD | Aug 21, 2018

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

The following is an excerpt from Listen Or Die by Sean McDade, PhD. As we discussed in Lesson #5, NPS is important to include in your VoC program, but if ...

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Listen or Die, Customer Experience Measurement, Survey Design
Sean McDade, PhD | Aug 7, 2018

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

The following is an excerpt from Listen Or Die by Sean McDade, PhD. An important metric in any successful VoC program is NPS, or Net Promoter Score. You should ...

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Listen or Die, Net Promoter Score, Customer Experience Measurement
Sean McDade, PhD | Jul 23, 2018

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

The following is an excerpt from Listen Or Die by Sean McDade, PhD. The best VoC programs are squarely focused on integrating all types of customer feedback ...

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Listen or Die, Customer Feedback, Customer Experience Measurement
Sean McDade, PhD | Jul 17, 2018

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the ...

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Listen or Die, Customer Experience Measurement, Voice of the Customer
Sean McDade, PhD | Mar 12, 2018

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

Print this article Do you ever wonder if you're doing as well as your competitors? Of course you do! This is the familiar exercise of external benchmarking, or ...

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CX Secrets, Customer Experience Measurement
Sean McDade, PhD | Feb 2, 2018

Introducing #CXSecrets with Sean McDade

Hi everybody! Today I'm really excited to release the first video in a new series called #CXSecrets, where I'll be talking about exclusive bonus materials from ...

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CX Secrets, Customer Experience Measurement