PeopleMetrics

MARCH 1, 2017

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. Traditionally, customer satisfaction surveys have focused on collecting aggregate data. Case Management Tools.

Customer Feedback 99

Customer Feedback Close the Loop Voice of the Customer Case Management 99

PeopleMetrics

AUGUST 22, 2022

They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up. The answer to keeping your customers happy is simple: close the loop. Let’s get started by first answering the most important question about closed loop feedback: what is it?

Customer Feedback 71

Customer Feedback CX Sentiment Analysis Close the Loop 71

PeopleMetrics

DECEMBER 5, 2017

All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them? Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard.

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

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. If they cannot resolve the issue themselves, they often assign the case to someone in the organization who can. Alert Management. That leads to a more customer-centric culture!

Close the Loop 78

Close the Loop VOC CEM NPS 78