Recover Alert Management - Centralized vs. Decentralized Approaches
Recover alerts are the core of any advanced VoC program. Let’s talk about the two primary strategies companies use to respond to...
A Bonus Lesson from Listen or Die
Listen or Die author Sean McDade, PhD reveals a new bonus lesson from Listen or Die on the 1 year anniversary of its launch.
VoC Programs Are Not Old-School CSAT Tracks
Listen or Die author Sean McDade, PhD explains the benefits of Voice of the Customer (VoC), and explains how it differs from...
VoC Is Not The Same Thing As Market Research, But They're Converging
Listen or Die author Sean McDade, PhD explains the differences between Voice of the Customer (VoC) and Market Research; and some...
Text Analytics Is More Than A VoC Feature — It's An Absolute Must-Have
Listen or Die author Sean McDade, PhD explains the differences between structured and unstructured customer feedback, and explores...
CX Measurement Is Hot, But It's Not What You Think It Is
Listen or Die author Sean McDade, PhD shares the definition of Voice of the Customer (VoC), and explains the significant...
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...
Are You There, Company? It's Me, Your Customer.
You're running a successful VoC program. But do your customers know that you’re actually listening to them?
12 Reasons to Invest More in Customer Experience
Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy?
