Posts about program-design

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Sean McDade, PhD | Sep 28, 2020

The One Relationship That Determines The Success of Your VoC Program

No matter how talented you are as a customer experience professional, you need a team to create a world-class VoC program. In this blog post, we are focusing ...

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Listen or Die, Program Adoption, Program Design
Sean McDade, PhD | Sep 10, 2020

B2B VoC and B2C VoC Are Completely Different

The following is an excerpt from Listen Or Die by Sean McDade, PhD.  Who are your customers? Are they businesses (B2B) or consumers (B2C)? The answer to this ...

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Voice of the Customer, Listen or Die, Program 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
Sean McDade, PhD | Jun 17, 2020

Build Your VoC Program From Where You Are: Part 1 - Building Phase

Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started.   ...

Reading time: 8 min
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Voice of the Customer, Listen or Die, Program Design
PeopleMetrics | Jan 15, 2020

Get Your Bank Ready to Measure CX in 2020

2020 is here, and this year, many of our banking clients have made measuring and improving customer experience a strategic priority. Some clients are looking ...

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Banking Customer Experience, Customer Experience Survey, Program Design
Sean McDade, PhD | Oct 3, 2019

Do You Need a Survey Tool or a VoC Partner?

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Often, people think they can ...

Reading time: 7 min
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Customer Experience Measurement, Listen or Die, Program Design