Business Administration, Customer Experience Management and Machine Learning

American Airlines Creating Wi-Fi Friction

PeopleMetrics

FEBRUARY 13, 2018

Collecting feedback continuously on the customer experience will give you the information you need to know which touch points are working and which ones need change. Listen to your customers! Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

CEM

CEM Business Administration Machine Learning CX

Customer Experience Challenges According to 15 CX Experts

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. data security, gig economy, AI, machine learning).” Never underestimate the customers expectation in CX.

CX

CX Customer Experience Machine Learning Artificial Intelligence

5 Strategies for CX Excellence

PeopleMetrics

JULY 20, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CX

CX CEM Close the Loop Business Administration

Webinars

A Roadmap For Modernization: How To Break Free From Your Monolith Before July 31, 2026

From Curiosity to Competitive Edge: How Mid-Market CEOs Are Using AI to Scale Smarter

MORE WEBINARS

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Business Administration Machine Learning Customer Feedback

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC CEM NPS Business Administration

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Customer Service Touchpoint CX

CX Secrets: Not measuring CX is like not counting your money

PeopleMetrics

MARCH 1, 2018

Customer feedback is a leading indicator that will tell you how much revenue you're going to be receiving 2 months from now, 6 months from now, a year from now. Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have. Final thought. More #CXSecrets. Sean holds a Ph.D.

CX

CX CEM Finance Touchpoint

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC B2C B2B CEM

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

MAY 28, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM VOC Business Administration Machine Learning

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

PeopleMetrics

MARCH 4, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Close the Loop

Close the Loop VOC CEM Business Administration

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

MARCH 26, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

Touchpoint

Touchpoint CEM Business Administration Machine Learning

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

SEPTEMBER 12, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Touchpoint

Touchpoint Customer Feedback CEM Contact Center

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

MARCH 16, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC Close the Loop CEM Business Administration

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

JULY 13, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC CEM Business Administration Machine Learning

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

FEBRUARY 20, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC CEM Business Administration Machine Learning

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

MARCH 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

CEM

CEM Business Administration Machine Learning Social Media

How to Write a Really Bad Survey

PeopleMetrics

JULY 29, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Net Promoter Score

Net Promoter Score CEM Business Administration Machine Learning

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

MARCH 7, 2018

Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: Not measuring customer experience is like not counting your money. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CX

CX CEM Business Administration Machine Learning

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

MARCH 12, 2018

Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: CX Leaders Shouldn't Focus on Managing Feedback Systems. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Net Promoter Score

Net Promoter Score CEM CX Business Administration

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

AUGUST 21, 2018

For more about measuring CX in transactional surveys (plus a bonus checklist), complete the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

VOC

VOC NPS CEM CX

The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

DECEMBER 27, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC Legal CEM Pharmaceutical

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

DECEMBER 12, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Business Administration Machine Learning Start-ups

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

PeopleMetrics

JUNE 8, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM VOC Business Administration Machine Learning

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

APRIL 9, 2018

Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company. The single source of truth. Sean holds a Ph.D.

VOC

VOC CEM Close the Loop Business Administration

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

FEBRUARY 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

CX

CX CEM Business Administration Machine Learning

Recover Alert Management - Centralized vs. Decentralized Approaches

PeopleMetrics

MAY 4, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Close the Loop

Close the Loop VOC CEM Business Administration

Introducing CX Secrets with Sean McDade

PeopleMetrics

FEBRUARY 2, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

CX

CX CEM Business Administration Machine Learning

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC CEM Touchpoint Business Administration

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

CX

CX Hospitality Hospitality CEM

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

AUGUST 7, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC CEM Close the Loop Business Administration

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

OCTOBER 29, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC Double-Barreled Question CEM B2C

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

SEPTEMBER 24, 2018

To learn more about how to get the best of both worlds, contact us: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

VOC

VOC CEM Voice of the Customer Business Administration

How to Tie Compensation to Your VoC Program

PeopleMetrics

JULY 24, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC CEM NPS Business Administration

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

PeopleMetrics

AUGUST 7, 2018

For more about NPS (plus a bonus checklist), fill out the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

NPS

NPS Net Promoter Score VOC CEM

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

NOVEMBER 22, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC CEM Business Administration Machine Learning

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Sean holds a Ph.D.

VOC

VOC CEM CX Customer Feedback

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

PeopleMetrics

JULY 23, 2018

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC Customer Feedback Mystery Shopper CEM

Do You Need a Survey Tool or a VoC Partner?

PeopleMetrics

OCTOBER 3, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

VOC

VOC CEM Business Administration Machine Learning

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

JULY 31, 2018

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Text Analytics

Text Analytics VOC Unstructured Data CEM

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

JULY 10, 2018

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM VOC Touchpoint Social Media

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

MAY 24, 2018

Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Customer Feedback

Customer Feedback CEM VOC Business Administration

A Bonus Lesson from Listen or Die

PeopleMetrics

JUNE 18, 2019

Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM VOC Business Administration Machine Learning

American Airlines Creating Wi-Fi Friction

Customer Experience Challenges According to 15 CX Experts

Webinars

Trending Sources

5 Strategies for CX Excellence

Webinars

Best Practices in Communications to Improve Employee Experience

5 Recommendations for Reopening your VoC Program

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

CX Secrets: Not measuring CX is like not counting your money

Lesson #10: B2B VoC and B2C VoC Are Completely Different

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

#CXSecrets: Collecting Feedback IS a Touchpoint

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

The 3 Most Valuable Types of VoC Alerts

A Bonus Recommendation for Reopening Your VoC Program

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

#CXSecrets: Don't Limit Feedback Opportunities

How to Write a Really Bad Survey

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

The One Relationship That Determines The Success of Your VoC Program

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

CX Secrets: The Importance of Aligning CX with Marketing

Recover Alert Management - Centralized vs. Decentralized Approaches

Introducing CX Secrets with Sean McDade

Build Your VoC Program From Where You Are: Part 1 - Building Phase

CX Secrets: Keeping a CX Mindset

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

How to Tie Compensation to Your VoC Program

Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

Lesson #3: VoC Is Becoming The Single Source of Truth For All Customer Feedback On CX

Do You Need a Survey Tool or a VoC Partner?

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

A Bonus Lesson from Listen or Die

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