Review
"Many companies collect customer feedback, but very few act on what they hear. Listen or Die provides some great advice for closing the gap."
--Bruce Temkin, Managing Partner, Temkin Group
"Moving VoC past data to a listening path that engages your organization and improves customer experiences is key. In this book, Sean McDade provides a game plan for how to embed this inside your organization."
--Jeanne Bliss, Best-Selling Author of Would You Do That to Your Mother?and Chief Customer Officer 2.0
"If you care about your profits, you should obsess about your customers--and more importantly, your customers' feedback. They have all the answers. Sean's book Listen or Die will give you key insights to propel your company's growth."
--Cameron Herold, Founder of COO Alliance and Author of Vivid Vision andMeetings Suck
"Listen or Die is a book you will reference again and again. Sean McDade's brilliance in CX is translated into his craft as a writer. You will have an effortless reader experience as you navigate Sean's 40 short lessons, which deliver actionable steps for you to elevate your Voice of the Customer program from average to exceptional."
--Ken Kozielski, Vice President, Customer Experience, Wyndham Vacation Ownership
"A true advocate for enterprise-wide adoption of listening to customers, CX expert Sean McDade's 40 lessons will resonate with everyone from the front desk to the corner office."
--Maria Sastre, President and Chief Operating Officer, Signature Flight Support
"Customer experience is the new marketing; companies can no longer hide anymore. Every business is under a microscope today. McDade does an excellent job of sharing how businesses can turn all customer feedback into brand evangelism. Everyone in your organization needs to read this book and make it your Voice of the Customer blueprint."
--John DiJulius, Chief Revolution Officer, The DiJulius Group
"From the basics to table stakes to cutting-edge best practices, Listen or Die gives readers a blueprint for turning an ordinary Voice of the Customer program into a great one--yielding huge ROI and increased customer loyalty. Read this book before your competitors do!"
--Art Gairo, Senior Vice President, Evolve IP
"Sean has created a practical guide to getting the most out of customer feedback. This is a must-read for anyone spearheading their company's Voice of the Customer program."
--Kate Feather, Managing Director, CRA, Inc.
"There is no more important activity than listening to our customers at Tender Greens. Sean's book provides everything you need to create a world-class customer listening program."
--Erik Oberholtzer, Cofounder and CEO, Tender Greens
"To maintain competitive advantage, businesses must create a better customer experience or risk being left behind. Sean McDade reveals how to improve your Voice of the Customer program right now, and shines a light on how to ensure your program continues delivering value for years to come."
--Larry Jorash, Senior Vice President of Operations, Signature Flight Support
"Successful customer experience management programs deliver huge ROI value. No, really. Read this book to learn what you're doing wrong, use Sean's quick and easy tips to get it right, and watch your organization transform from reactive to proactive to predictive."
--Soumya Roy, CEO, NY Consumer and Health, Hall and Partners
"Successful CX is a journey. Sean McDade is the master sherpa that brings real-world experience to guide you to success."
--Frank Maylett, CEO, RizePoint
"CX leaders already know that obsessing over customer experience is worth its weight in gold. Go beyond talking the talk and start walking the walk with guidance from the actionable lessons in this book."
--Carol Orenstein, SVP, Chief Marketing Officer, The Conference Board
"Customer experience leaders need to read Listen or Die. It is a step-by-step guide to implementing a Voice of the Customer program that enables you to keep your finger on the pulse of your customer and turn customer input into actionable insights that will drive your business forward. Sean McDade has put everything you need to know into this easy-to-read, clear, and practical instruction manual for VoC excellence."
--Denise Lee Yohn, Author of What Great Brands Do and Fusion
From the Back Cover
In this interconnected world dominated by social media, consumers' voices are broadcast louder and wider than ever before. Companies are faced with the choice to either listen to their customers and thrive...or eventually die. No matter what industry you're in, you need to deliver an exceptional experience to customers that will make them want to shout your name from the rooftops!
In Listen or Die, customer experience expert Sean McDade presents 40 quick, easy-to-use best practices for creating an exemplary Voice of Customer (VoC) program. With advice on every step of the process--from understanding customer centricity to rallying executive support to asking customers the right questions--Sean gives you the tools you need to build a VoC program that delivers ROI, turning customer feedback into gold.
In just a few hours, you'll learn how to develop a competitive edge by managing your customer experience to drive real, impactful business results. It's time to go beyond average, become truly customer-centric, and take your business to extraordinary new levels.
About the Author
Sean McDade, PhD has been helping companies optimize customer experiences for over twenty years. He is the founder, CEO, and visionary of PeopleMetrics, a leading provider of Voice of Customer (VoC) software. He holds a PhD in Business Administration and Marketing Science from Temple University and has published eight articles in peer-reviewed scholarly journals. A recipient of Philadelphia Business Journal's 40 Under 40 award, Sean is also an active angel investor in the Philadelphia region. Prior to founding PeopleMetrics, he was practice leader of The Gallup Organization's consulting division. Sean resides in Philadelphia with his wife and two sons.
