3 Secrets to Managing CX Through an Acquisition
Is your bank growing through acquisitions? What’s the secret to a smooth transition? There’s not one secret, but three...
Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.
If survey health is poor, nothing else you do with your VoC program will matter. Everything else — the touchpoints, the...
Do You Need a Survey Tool or a VoC Partner?
Often, people think they can create a world-class VoC program themselves using a low-end technology tool, but this can be...
If You Want a Consistent Experience Across All Touchpoints, You Must Ask for Customer Feedback at Each One
No matter how your customer interacts with you, the ultimate goal is to have a consistent “omnichannel” experience...
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...
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...
#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...