Posts about customer-experience-measurement

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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 ...

Reading time: 6 min
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Customer Experience Measurement, Net Promoter Score, Listen or Die
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 ...

Reading time: 8 min
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Customer Feedback, Customer Experience Measurement, Listen or Die
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 ...

Reading time: 10 min
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Voice of the Customer, Customer Experience Measurement, Listen or Die
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 ...

Reading time: 5 min
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Customer Experience Measurement, CX Secrets
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 ...

Reading time: 4 min
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Customer Experience Measurement, CX Secrets