PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". This activity alone with make your company 10x more customer-centric.

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

AUGUST 7, 2019

In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Then begin to create your own internal business case for VoC. Here are two to get you started: Forrester has a must-read report called “Why CX? Start with the facts. Conclusion.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. Here's how it works: when an individual customer has a problem, the front line of the operation is notified and can follow up to make things right. The ability to immediately follow up and resolve customer issues is reason enough to invest in VoC.

Close the Loop 83

Close the Loop VOC CEM Business Administration 83

PeopleMetrics

MARCH 16, 2020

Most of our clients set up multiple triggers for recover alerts so that if any of the preceding events happen, they know about it and can assign someone to follow up and close the loop with the customer. That is what most companies do in terms of following up or “closing the loop” with regard to recognize alerts.

VOC 78

VOC Close the Loop CEM Business Administration 78

PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? 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. Sean holds a Ph.D.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

MAY 4, 2020

In this model, a centralized team is composed of a handful of members who are responsible for closing the loop on all recover alerts. But they are always involved in the process and are ultimately responsible for closing out all recover alerts. That leads to a more customer-centric culture! Does Closing the Loop Pay?

Close the Loop 78

Close the Loop VOC CEM NPS 78