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Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.
The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX). All too often, these terms are used...
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Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging
The following is an excerpt from Listen Or Die by Sean McDade, PhD. Market research was developed a century ago to measure the effectiveness of advertisements and products. Today it’s used in similar...
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Lesson #9: VoC Programs Are Not Old-School CSAT Tracks
The following is an excerpt from Listen Or Die by Sean McDade, PhD. Ten-plus years ago, market research firms offered what was called customer satisfaction tracking, or CSAT for short. Usually on a...
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Lesson #10: B2B VoC and B2C VoC Are Completely Different
The following is an excerpt from Listen Or Die by Sean McDade, PhD. Who are your customers? Are they businesses (B2B) or consumers (B2C)? The answer to this question is key to creating a world-class...
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A Bonus Lesson from Listen or Die
One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold (check it out on Amazon!) The goal of the book was to share best practices on how to create a...
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Has Your CX Lost The Human Touch?
The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing...
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How to Tie Compensation to Your VoC Program
Yes, you should tie compensation to your Voice of Customer (VoC) program (it’s the best way to get your people to actually use it!) But be strategic about how you do it... and when. Monetary bonus...
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How to Gain Leadership Buy-In for VoC... HINT: Show Them The $$$
For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to...
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If you want a consistent experience across all touchpoints, you must ask for...
Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve mapped out your touchpoints, it’s often...
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Do You Need a Survey Tool or a VoC Partner?
Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Often, people think they can create a world-class VoC program themselves...
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Survey Health Is Everything. The Success of Your VoC Program (And Probably...
Today, I am going to focus on a very important topic– survey health. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. The quality of your...
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Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You...
Simply put, communication is the next make-or-break element of a successful VoC program. A great VoC program communicator has the same mindset as a marketing professional. You have to think about...
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25 Staff Appreciation and Recognition Ideas That Won't Break the Bank
Employee experience is vital to a healthy and growing company.A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business.On the other hand, an exceptional...
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3 Secrets to Managing CX Through an Acquisition
Is your bank growing through acquisitions? If the answer yes, you know that mergers and acquisitions are never easy. Banks do their best to focus on systems, processes, employees and customers –...
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The One Relationship That Determines The Success of Your VoC Program
No matter how talented you are as a customer experience professional, you need a team to create a world-class VoC program. In this blog post, we are focusing on the internal help you will need.The...
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Get Your Bank Ready to Measure CX in 2020
2020 is here, and this year, many of our banking clients have made measuring and improving customer experience a strategic priority. Some clients are looking to launch their very first customer...
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Closing the Loop on Alerts Provides Immediate ROI. Get It Right!
Closing the loop arguably drives the greatest ROI with VoC programs.Here's how it works: when an individual customer has a problem, the front line of the operation is notified and can follow up to make...
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The 3 Most Valuable Types of VoC Alerts
Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Alerts allow companies to recover lost customers, recognize...
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55% of American Workers are Unhappy with Their Employer's Response to COVID-19
Today PeopleMetrics announced survey results of 1008 full-time employees across the United States on how their employer is handling the COVID-19 pandemic.PeopleMetrics' new study found that 55% of...
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WEBINAR RECORDING | New Study Reveals Top 3 Priorities for Employers During...
WEBINAR RECORDINGDid you know...Unhappy employees can have significant negative impacts on experience (CX or PX), and our newest study found that 55% of American workers are unhappy with their...
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