Shawn Phillips

OCTOBER 12, 2022

Show business impact quickly by mplementing a closed loop feedback system. You probably already have the tools you need to get started

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Close the Loop Customer Experience 150

Customer Think

SEPTEMBER 28, 2022

Maintain Relevance to Your Customers with These Frameworks In uncertain economic times, smart business leaders know that the path to loyalty and retention is paved with CX.

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Close the Loop CX Customer Experience 105

Lumoa

SEPTEMBER 23, 2022

However, you may not be able to fully understand the complaints. Recently, Lumoa organized a webinar about Insights where we talked about the challenges in identifying emerging trends, root causes, and how to properly close the loop with your customers.

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Close the Loop 83

PeopleMetrics

FEBRUARY 18, 2021

How To Close the Loop on Customer Feedback: Best Practices for 2021. But that all depends on how effectively you're closing the loop with your customers. Can customer feedback improve performance? Absolutely!

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Close the Loop CXM Customer Feedback Customer Loyalty 62

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. What is "Closing the Loop"?

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Close the Loop VOC CEM Business Administration 76

CX Journey

DECEMBER 9, 2014

Image courtesy of rovingisydney Do you close the loop with your customers? One of the most important best practices of any world-class VoC initiative is to close the loop with customers. They take the time to tell companies what they like and don''t like about products and services; as a result, companies must listen and respond, both by making changes and by letting customers know what improvements have been made.

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Close the Loop Customer Feedback CX VOC 56

PeopleMetrics

FEBRUARY 15, 2016

In the world of customer experience management , such straightforward scenarios can seem hard to come by. Sometimes the objective can seem so big, and the actions needed to achieve it seem very unclear. If you're collecting customer feedback, maybe these two thoughts can help you keep working to improve the customer experience. If you feel frozen, act small to improve the customer experience. We often mention the importance of closing feedback loops.

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Close the Loop Voice of the Customer Customer Experience Actionable Insights 74

Zonka Feedback

SEPTEMBER 8, 2022

When it comes to choosing the right SaaS survey software, there are plenty of things to keep in mind. For starters, you should be able to collect actionable product feedback data from customers, segment the data into categories relevant to your survey goals, and close the loop faster.

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Close the Loop Customer Feedback 83

PeopleMetrics

DECEMBER 5, 2017

Your survey-taking customers are likely out there in the world wondering what ever happened to the feedback they sent you. Making a point to come back to “close the loop” with your customers can reap greater rewards than you might think. Closing the loop with your customer means going a step beyond just gathering and analyzing survey response data. So what does it take to build a successful closed loop feedback program?

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Close the Loop Net Promoter Score Voice of the Customer Hospitality 94

Qualtrics

JULY 18, 2019

But that’s not where the work ends, either. If your company is growing fast, and you understand how taking action can lead to increased sales or business process improvements that impact the bottom line, it can be tempting to simply take feedback and run with it. But there’s an important follow-on step: close the loop with customers. What does it mean to “close the loop” with customers? But closing the loop with customers is different.

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Close the Loop Government Construction Finance 39

Lumoa

SEPTEMBER 2, 2022

Here are the improvements we have brought to Lumoa in the past month. Your Topics are things like “Price” or “Customer Service” – they are created by the Lumoa AI based on what your customers are saying. But, we know that the AI is not perfect.

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Close the Loop AI Customer Feedback Customer Service 83

Experience Investigators

DECEMBER 14, 2021

The introduction of vaccines led to some employees coming back to the office. Customers were able to pick out their produce again at the grocery store. But many decided the grocery delivery services they discovered during the shut downs were ideal for their lives.

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Close the Loop Customer Experience Customer Journey Map Touchpoint 107

Lumoa

OCTOBER 5, 2022

Here are the improvements we have brought to Lumoa in the past month. We want everyone to be able to act based on the voice of the customer. We believe the voice of the customer is paramount to a businesses success.

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AI Close the Loop CRM Voice of the Customer 83

SurveySensum

NOVEMBER 22, 2021

Closed-loop Feedback: A Comprehensive Guide. What does closed-loop feedback or closing the loop really mean? Why should you close the feedback loop? How to Close the Loop? Types of Closed-Loop Feedback.

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Close the Loop B2C Customer Feedback B2B 52

Experience Investigators

JULY 20, 2021

The majority of organizations do this with surveys. Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. Related: Improving Your Voice of the Customer Listening Posts?

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Close the Loop CX Social Media Customer Feedback 105

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Ask: What are the obstacles, challenges or new parts of the journey we want to explore?

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Voice of the Customer VOC Close the Loop Social Media 104

Experience Investigators

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. For many successful organizations, it looks like the one we’ll outline below. So come with me to the future, and let’s “recap” what made your year so successful. .

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Customer Journey Map Customer Experience CX Close the Loop 106

Confirmit

JANUARY 11, 2019

The list of questions can get out of hand quickly. The need to act upon available data can sometimes get lost in new digital innovations and a steady stream of more data rolling in. Organizations that are looking to improve the customer experience oftentimes get too wrapped up in the technical side of it – focusing heavily on shiny new technologies, while constantly pushing out new surveys and collecting more data. Act on Available Data, then Close the Loop. -

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Close the Loop Innovation Contact Center CRM 40

Lumoa

AUGUST 18, 2022

engaging customers till the very end to keep customer loyalty and treating every customer journey with equal importance contributes to the business’ success story. Furthermore, it fairly makes it easier to close the loop with the customers in the process.

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Close the Loop Customer Journey Map Gaming Customer Loyalty 83

Experience Investigators

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Get the Free Guidebook.

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VOC Close the Loop Social Media Touchpoint 52

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. That’s why companies are implementing some type of voice of the customer (VoC) program. They want to get customers’ feedback on preferences and experiences, share these insights with corporate stakeholders, and act on these insights so they can improve the experience. According to the report, only 14% are successful with their VoC.

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Voice of the Customer VOC CX Close the Loop 140

Lumoa

JANUARY 5, 2023

It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. This comprehensive guide will take you step-by-step through the essential elements of measuring customer satisfaction.

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Customer Satisfaction Close the Loop Customer Loyalty Customer Feedback 83

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. In the world of market research, this approach makes sense. But as customers have become more aware and their expectations have risen, this “open-loop” system falls short. These automatic notifications are a core element in a closed-loop customer feedback system.

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Customer Feedback Close the Loop Voice of the Customer Case Management 81

Myra Golden Media

NOVEMBER 15, 2018

One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. And then, three hours before my flight, I scratched the entire section. I stood in front of the class and pulled out at 12-foot pole. And I told my group of 12 people that their task was to lower the stick to the floor.

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Close the Loop Customer Service Customer Experience 63

PeopleMetrics

JULY 31, 2015

However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers. After all, customers are the end-users of our experience. But as I’ve mentioned before, only the vocal minority of customers will give you feedback. In the absence of comprehensive customer feedback, why not ask your employees to weigh in? They’re on the frontline. Think about the day-to-day grind of your employees.

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Close the Loop Customer Experience Touchpoint Customer Feedback 95

Experience Investigators

JUNE 22, 2021

Some of us live, breathe and constantly think about the customer experience. Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service.

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Close the Loop Invoicing Customer Journey Map Education 89

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?".

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CX CEM Voice of the Customer Close the Loop 129

SurveySensum

JANUARY 27, 2023

Are you happy with the response rate on your current surveys? If not then you are still a part of the large crowd struggling with the low survey response rates. Indomobil Nissan was toiling with the same. This is one of the major drawbacks of CATI or phone surveys.

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Close the Loop AI Customer Feedback CX 52

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. This blog post is about the alerts that are triggered based on a customer response to a survey. Contact PeopleMetrics: About the Author.

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VOC CEM Close the Loop Business Administration 72

Lumoa

DECEMBER 15, 2022

In this article, we’ll go over what Voice of Customer data analytics is and the different types. Voice of Customer Analytics (often abbreviated as VoC) is a process of understanding the needs, motivations, and challenges customers face in their encounters with your business.

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VOC Social Media Close the Loop Sentiment Analysis 90

Experience Investigators

JANUARY 10, 2023

Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Leaders are working closely across the organization for the goals around a seamless, constantly improving customer journey. Are you ready to take on the year?

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Close the Loop Education Voice of the Customer VOC 52

Experience Investigators

NOVEMBER 16, 2021

Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered. 5 Ways to Make the Most of Your Customer Feedback Program.

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Customer Feedback Net Promoter Score Close the Loop NPS 106

Confirmit

JANUARY 16, 2020

Confirmit Horizons provides everything you need to develop feedback and research programs that engage your audience, maximize responses, and make it easy for you to share and act upon the data you gather. How does Confirmit Horizons support my business?

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Unstructured Data Sentiment Analysis Artificial Intelligence Close the Loop 52

CX Accelerator

OCTOBER 9, 2018

It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Survey programs across all industries are struggling to obtain both the quantity and quality of data required to make intelligent decisions. Companies need to join the conversation.”

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VOC CX Unstructured Data Close the Loop 153

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. So grab a pen (or electronic notepad) and let’s dive into the world of survey design! . Start with the end goal in mind.

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NPS Construction Touchpoint Sentiment Analysis 132

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Digitizing the onboarding process makes it repeatable, scalable, and easily accessible. The Importance of Time To Value.

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Close the Loop NPS Customer Feedback Customer Acquisition 71

Lumoa

DECEMBER 15, 2022

In this article, we’ll go over what Voice of Customer data analytics is and the different types. Voice of Customer Analytics (often abbreviated as VoC) is a process of understanding the needs, motivations, and challenges customers face in their encounters with your business.

VOC 83

VOC Social Media Close the Loop Sentiment Analysis 83