You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey
Listen or Die author Sean McDade, PhD explains different ways to measure recent customer experiences, and stresses the importance...
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...
How to Leverage Your ISO 9001 Customer Satisfaction Survey to Build an Enduring Customer Experience Program
To comply with ISO 9001, businesses are required to run an annual customer satisfaction survey. The annual ISO survey is the ideal...
Key Findings from our Accounting & Tax Services Study [Infographic]
Accounting & Tax Services Providers: are you confident that your clients will stay? Our study shows that 40% of clients on the...