PeopleMetrics

OCTOBER 29, 2019

The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. So what is a healthy survey? It all begins with response rates. Sean holds a Ph.D.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

FEBRUARY 12, 2018

Whether that somebody is visiting a retail bank; having a field service agent visit their home to perform utility service, or even if that somebody is a patient on medication for a rare disease that requires additional support services from a case manager. Treat every customer like a house guest. Sean holds a Ph.D.

CX 64

CX Hospitality Hospitality CEM 64

PeopleMetrics

MAY 4, 2020

Some VoC software providers charge companies on a per-user basis, which can indirectly influence companies to limit the number of people who can access case management. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

Close the Loop 78

Close the Loop VOC CEM NPS 78