#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX
PeopleMetrics Founder & CEO Sean McDade explains how to use internal benchmarking within your company to quickly enhance customer...
#CXSecrets: CX Leaders Shouldn't Focus on Managing Feedback Systems
PeopleMetrics Founder & CEO Sean McDade explains why CX leaders need to focus solely on improving the customer experience, and...
#CXSecrets: Not measuring CX is like not counting your money
PeopleMetrics Founder & CEO Sean McDade explains why not measuring customer experience is as crazy as not having a finance...
#CXSecrets: The Importance of Aligning CX with Marketing
PeopleMetrics Founder & CEO Sean McDade explains the importance of aligning Customer Experience (CX) with Marketing, and the risk...
American Airlines Creating Wi-Fi Friction
The implications of making changes to what used to be an easy, frictionless customer experience.
#CXSecrets: Keeping a CX Mindset
PeopleMetrics Founder & CEO Sean McDade explains the importance of thinking like a high-end hospitality organization - even if...
Introducing #CXSecrets with Sean McDade
Sean McDade introduces CX Secrets, a video series featuring exclusive bonus materials from his book, Listen or Die!
5 Mistakes to Avoid in your Voice of Customer Program
When creating a VOC program for the first time you will want to avoid these tempting mistakes.
Are you Listening to Your Prospects?
Customer-centric companies are listening to customers, bot have they listened to the voice of the prospect?