Books Listen Or Die

Listen or Die: 40 Lessons That Turn Customer Feedback into Gold by Sean McDade, PhD, is a practical guide for businesses aiming to transform customer feedback into actionable insights.  Drawing from over two decades of experience in customer experience (CX) and Voice of Customer (VoC) programs, McDade presents 40 concise lessons designed to help organizations build effective VoC strategies that drive measurable results  .

The book covers essential topics such as fostering customer-centric cultures, securing executive support, and formulating the right questions to gather meaningful feedback.  Each lesson offers straightforward, actionable advice suitable for professionals at all levels—from frontline staff to C-suite executives—seeking to enhance customer satisfaction and loyalty. 

In an era where customer voices are amplified through social media and online platforms, McDade emphasizes the critical importance of not just collecting feedback but actively listening and responding to it.  By doing so, businesses can differentiate themselves and thrive in competitive markets  .

Listen or Die is an invaluable resource for CX professionals, business leaders, and anyone committed to leveraging customer feedback as a strategic asset for growth and improvement.