OpinionLab
DECEMBER 17, 2018
And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital channel. The idea of customer-initiated, or opt-in, website feedback was born.
Beyond Philosophy
JUNE 1, 2023
However, understanding the context in which your customer has your experience is critical to your customer strategy. When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area. Context is everywhere.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
PeopleMetrics
JUNE 18, 2019
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 great Voice of Customer (VoC) program. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.
PeopleMetrics
FEBRUARY 21, 2018
Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program. The 40 Lessons That Turn Customer Feedback into Gold. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.
PeopleMetrics
MAY 24, 2018
These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. Many companies collect customer feedback, but very few act on what they hear. As CEO, he guides the company’s vision and strategy.
PeopleMetrics
NOVEMBER 22, 2019
Once VoC has begun, companies often share results with the entire organization. This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. As CEO, he guides the company’s vision and strategy. Get creative to get people on board.
PeopleMetrics
APRIL 9, 2018
Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. So why does the transition from market research to customer experience come so naturally to CX professionals?
Expert insights. Personalized for you.
95 
Let's personalize your content