Qualtrics

JULY 18, 2019

In closing the loop, you let the customer know they’ve been heard. You communicate the action you’ve taken based on their feedback, or the resolution you’re planning. Perhaps you share customer feedback internally now among your colleagues and managers. But closing the loop with customers is different.

Close the Loop 49

Close the Loop Government Customer Feedback Construction 49

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.

CX 64

CX Hospitality Hospitality CEM 64

Confirmit

OCTOBER 30, 2018

Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. Customer feedback translates into real changes.

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 40

Execs In The Know

APRIL 23, 2021

An elevations case management system will bring concepts to fruition, and further motivate teammates to contribute ideas. In addition to employee surveys, companies should establish an employee elevations program. This allows employees to submit innovative ideas on an ongoing basis, whenever they come to mind.

Innovation 93

Innovation CX VOC Outlook 93

SurveySensum

NOVEMBER 11, 2021

Data Management. Other features : CX Strategy & Design, Survey & Data Collection, Action & Case Management, Dashboard & Reporting, Text & Advanced Analytics. It is an ideal tool for measuring and improving customer satisfaction and loyalty through Net Promoter Score surveys. Feedback analytics.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

PeopleMetrics

JANUARY 29, 2014

For others, frontline staff claim to know their customers better than any old survey could. But we now have an opportunity to truly leverage Voice of the Customer feedback by applying it to individual relationships and using these insights as the basis of coaching toward improvement. 3) Make follow-up a habit.

VOC 96

VOC Sports Voice of the Customer Case Management 96

Comm100

NOVEMBER 8, 2018

Standard email platforms lack the workflow capabilities needed for case management within teams, and they often lack the ability to sort, filter, label, triage and prioritise queries. Having tickets automatically creates a ‘paper trail’ for complex queries so it’s easy to understand their histories and transfer them across agents.

Social Media 50

Social Media AI Machine Learning Technology 50

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

JANUARY 28, 2021

I think at the time when I started, my only understanding of customer feedback was as a customer of. of individual feedback - individual customer feedback - being revealed, not anonymous, and followed up on is a huge change. And that data - that customer feedback - doesn't sit in a silo.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

SugarCRM

JULY 6, 2021

Sugar Serve’s Self-Service Portal was developed to meet one of the main demands of your ever-growing customer base: to be able to troubleshoot and solve issues on their own. Sugar Serve features a generous Knowledge Base, instant messaging options, and case management integrations to help users solve their own service issues.

Customer Experience 29

Customer Experience Data Entry Artificial Intelligence CRM 29

PeopleMetrics

MAY 4, 2020

These are also the people who can benefit the most from hearing the customer’s pain and using that information to improve the experience in the future. They are also part of the “democratizing of customer feedback” that is so important in creating a customer-centric culture. Alert Management.

Close the Loop 78

Close the Loop VOC CEM NPS 78