You've Got To Know And Use NPS, Even If You Don't Like It
Listen or Die author Sean McDade, PhD reviews the basic principles of Net Promoter Score (NPS) and explains why, despite its...
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...
VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX
Listen or Die author Sean McDade, PhD explains the differences between solicited and unsolicited; verified and observed customer...
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...
Everyone Wants To Be Customer-Centric, But No One Knows What That Means
Listen or Die author Sean McDade, PhD explains the meaning of customer-centricity, and how organizations can leverage a Voice of...
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: Use Your VoC Program to Quickly Answer Strategic Market Research Questions
PeopleMetrics Founder & CEO Sean McDade explores how market researchers are leveraging Voice of Customer programs to quickly...
#CXSecrets: Collecting Feedback IS a Touchpoint
PeopleMetrics Founder & CEO Sean McDade reminds CX leaders that collecting feedback from customers is a touchpoint in and of...
#CXSecrets: Don't Limit Feedback Opportunities
PeopleMetrics Founder & CEO Sean McDade advises companies to expand possibilities for customer feedback across multiple channels...