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After writing my book, Listen or Die , which outlined 40 lessons that turns customerfeedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customerfeedback should NOT be anonymous. Here they are!
After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn CustomerFeedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customerfeedback, but very few act on what they hear.
With RCA data properly analyzed , you will be able to identify what we call systemic issues—the kind that, if improved, can make a big impact across your entire organization, not just one customer! RCA is a game changer. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn CustomerFeedback Into Gold.
Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. Digital is but a channel to the customer but a truly customer-centric approach embraces the customer at all touch points in the journey. Marketing, Customer service.
In my business, and throughout this book, I recommend accomplishing customer centricity by using an organization-wide, customer listening program called Voice of the Customer (VoC). VoC gathers customerfeedback during, or soon after, an experience. The Benefits of Customer Listening.
Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. Digital is but a channel to the customer but a truly customer-centric approach embraces the customer at all touch points in the journey. Marketing, Customer service.
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