CX Is NOT The Same As Customer Service. Know The Difference.
Listen or Die author Sean McDade, PhD explains the difference between customer experience (CX) and customer service (CS).
ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold
I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold, will be available...
#CXSecrets: CX Leaders Shouldn't Focus on Managing Feedback Systems
PeopleMetrics Founder & CEO Sean McDade explains why CX leaders need to focus solely on improving the customer experience, and...
#CXSecrets: Not measuring CX is like not counting your money
PeopleMetrics Founder & CEO Sean McDade explains why not measuring customer experience is as crazy as not having a finance...
#CXSecrets: The Importance of Aligning CX with Marketing
PeopleMetrics Founder & CEO Sean McDade explains the importance of aligning Customer Experience (CX) with Marketing, and the risk...
American Airlines Creating Wi-Fi Friction
The implications of making changes to what used to be an easy, frictionless customer experience.
#CXSecrets: Keeping a CX Mindset
PeopleMetrics Founder & CEO Sean McDade explains the importance of thinking like a high-end hospitality organization - even if...
CEMs vs. CRMs (And Why You Need Both)
Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right? Not quite.
My Pleasant Pomegranate Purchasing Experience
I am one of the biggest pomegranate promoters there is, let me tell you about my recent pomegranate purchasing customer experience.