Name: Listen or Die
Author: Sean McDade

About the Book

In this interconnected world dominated by social media, consumers' voices are broadcast louder and wider than ever before. Companies are faced with the choice to either listen to their customers and thrive...or eventually die. No matter what industry you're in, you need to deliver an exceptional experience to customers that will make them want to shout your name from the rooftops! In Listen or Die, customer experience expert Sean McDade presents 40 quick, easy-to-use best practices for creating an exemplary Voice of Customer (VoC) program. With advice on every step of the process--from understanding customer centricity to rallying executive support to asking customers the right questions--Sean gives you the tools you need to build a VoC program that delivers ROI, turning customer feedback into gold. In just a few hours, you'll learn how to develop a competitive edge by managing your customer experience to drive real, impactful business results. It's time to go beyond average, become truly customer-centric, and take your business to extraordinary new levels.

Praise

“Many companies collect customer feedback, but very few act on what they hear. Listen or Die provides some great advice for closing the gap.”

— Bruce Temkin, Managing Partner, Temkin Group

“Moving VoC past data to a listening path that engages your organization and improves customer experiences is key. In this book, Sean McDade provides a game plan for how to embed this inside your organization.”

— Jeanne Bliss, Best-Selling Author of Would You Do That to Your Mother? and Chief Customer Officer 2.0

“If you care about your profits, you should obsess about your customers--and more importantly, your customers' feedback. They have all the answers. Sean's book Listen or Die will give you key insights to propel your company's growth.”

— Cameron Herold, Founder of COO Alliance and Author of Vivid Vision and Meetings Suck

About Sean McDade

Sean McDade, PhD

Sean McDade, PhD has been helping companies optimize customer experiences for over twenty years. He is the founder, CEO, and visionary of PeopleMetrics, a leading provider of Voice of Customer (VoC) software. He holds a PhD in Business Administration and Marketing Science from Temple University and has published eight articles in peer-reviewed scholarly journals. A recipient of Philadelphia Business Journal's 40 Under 40 award, Sean is also an active angel investor in the Philadelphia region. Prior to founding PeopleMetrics, he was practice leader of The Gallup Organization's consulting division. Sean resides in Philadelphia with his wife and two sons.