After writing my book, Listen or Die, which outlined 40 lessons that turns customer feedback into gold, I often…
Customer Experience
More Articles from Sean McDade
In my last blog post, I wrote about how to build a VoC program depending on the maturity of…
Customer Experience
Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years,…
Customer Experience
As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly…
Communications
Recover alerts are the core of any advanced VoC program. Recover alerts immediately identify the customers who have had…
Customer Experience
Taking action on an individual customer response to a survey about a recent experience is the most direct evidence…
Customer Experience
Closing the loop arguably drives the greatest ROI with VoC programs. Here’s how it works: when an individual customer…
Strategy