Posts about voice-of-the-customer

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Sean McDade, PhD | Jun 29, 2020

5 Recommendations for Reopening your VoC Program

In my last blog post, I wrote about how to build a Voice of Customer (VoC) program depending on the maturity of your current program. Given the changes in ...

Reading time: 9 min
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Voice of the Customer, Customer Experience Survey, Survey 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
Sean McDade, PhD | Jun 8, 2020

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

It is possible for a company to really change their culture with a well designed VoC program. But to do so, VoC has to be more than complaint management. And ...

Reading time: 6 min
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Voice of the Customer, Listen or Die, Alert Management
Sean McDade, PhD | May 28, 2020

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC ...

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Voice of the Customer, Listen or Die, Root Cause Analysis
Sean McDade, PhD | May 4, 2020

Recover Alert Management - Centralized vs. Decentralized Approaches

Recover alerts are the core of any advanced VoC program.   Recover alerts immediately identify the customers who have had a recent poor experience. These are ...

Reading time: 11 min
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Voice of the Customer, Listen or Die, Alert Management
Sean McDade, PhD | Jun 18, 2019

A Bonus Lesson from Listen or Die

One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold (check it out on Amazon!) The goal of the book was to ...

Reading time: 3 min
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Voice of the Customer, Listen or Die, Best Practices
Sean McDade, PhD | Jun 4, 2019

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 ...

Reading time: 7 min
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Voice of the Customer, Listen or Die, Program Design
Sean McDade, PhD | Feb 20, 2019

VoC Programs Are Not Old-School CSAT Tracks

The following is an excerpt from Listen Or Die by Sean McDade, PhD. Ten-plus years ago, market research firms offered what was called customer satisfaction ...

Reading time: 5 min
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Voice of the Customer, Listen or Die, CSAT
Sean McDade, PhD | Sep 24, 2018

VoC Is Not The Same Thing As Market Research, But They're Converging

The following is an excerpt from Listen Or Die by Sean McDade, PhD. Market research was developed a century ago to measure the effectiveness of advertisements ...

Reading time: 5 min
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Voice of the Customer, Market Research, Listen or Die