Heart of the Customer

MAY 27, 2022

And the survey saaaaaays…Close the loop! Over the past six weeks, I have talked to a lot of CX professionals/nerds/geeks/leaders. […]. The post Survey Says: Close the Loop! appeared first on Heart of the Customer.

Close the Loop 78

Close the Loop Voice of the Customer CX Customer Experience 78

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.

Close the Loop 71

Close the Loop CX Customer Experience 71

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!

Close the Loop 62

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"?

Close the Loop 76

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.

Close the Loop 56

Close the Loop CX Customer Feedback VOC 56

SurveySensum

JULY 25, 2019

Imagine, you’ve ordered a meal and it got delayed by 2 hours, you’ve sent quick feedback but got no response from the company. Do you know every bad experience is the lost revenue for your business of that specific customer? In this new era, the experience is the differentiator, not the brand. Customer-centric mindset is the need of the hour to conquer the competition and make your brand stand-out. Listen to the customers constantly.

Close the Loop 63

Close the Loop Customer Feedback Net Promoter Score CEM 63

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.

Close the Loop 77

Close the Loop Customer Feedback 77

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?

Close the Loop 94

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

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.

Close the Loop 83

Close the Loop Customer Experience Customer Journey Map Touchpoint 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 91

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

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. .

Customer Journey Map 79

Customer Journey Map CX Close the Loop Customer Experience 79

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.

Voice of the Customer 140

Voice of the Customer VOC CX Close the Loop 140

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 72

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.

Customer Feedback 82

Customer Feedback Close the Loop Voice of the Customer Case Management 82

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.

Close the Loop 63

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.

Close the Loop 95

Close the Loop Customer Experience Touchpoint Customer Feedback 95

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?".

CX 129

CX CEM Voice of the Customer Close the Loop 129

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.

VOC 72

VOC CEM Close the Loop Business Administration 72

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 152

PeopleMetrics

AUGUST 22, 2022

However, many customers today often feel less than satisfied with this “open-loop system.” They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up. We’ll explore: What is closed loop feedback?

Customer Feedback 68

Customer Feedback Sentiment Analysis Net Promoter Score Close the Loop 68

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.

Close the Loop 72

Close the Loop NPS Customer Feedback Customer Acquisition 72

Qualtrics

DECEMBER 6, 2021

Introducing our native integrations with Google and Facebook reviews, which will enable businesses to power their VoC programs with insights from the channels their customers are using. Often much of this feedback is open text, making it difficult to analyze without the right technology.

VOC 41

VOC Close the Loop Social Media Customer Acquisition 41

Customer Service Life

FEBRUARY 4, 2021

Slice them in half then squeeze out the inside of the fruit, literally crunchy sparkling citrus pearls, onto guacamole, fish or in a margarita. The marketplace provides small farmers with an additional income stream, as 50% of the profit goes back into their pockets.

E-commerce 86

E-commerce Close the Loop Contact Center Customer Experience Management 86

PeopleMetrics

MAY 4, 2020

Recover alerts are the core of any advanced VoC program. Recover alerts immediately identify the customers who have had a recent poor experience. Following up on recover alerts is the heart of your VoC program. The first is a centralized model. The Trade-Off.

VOC 72

VOC Close the Loop CEM Voice of the Customer 72

SurveySensum

FEBRUARY 3, 2022

It was detailed, containing 10 questions, asking everything about the consumer’s journey from not knowing about the brand to using its features! It’s not about spending a lot of time creating the surveys. That’s just the BEGINNING. Ask the right questions.

B2C 65

B2C Close the Loop NPS B2B 65

Confirmit

APRIL 18, 2019

It’s a great improvement over the past, but today’s “one-click” world means customers expect more. Incorporating customer insights into the daily lives of employees is a real challenge. Often, companies enable their employees to do no more than keep their heads down and focus on closing the loop on low Net Promoter Scores. These companies suffer from the “Ostrich Effect.” Voice of the Customer Webinars

Net Promoter Score 40

Net Promoter Score Government Close the Loop Customer Journey Map 40

Confirmit

NOVEMBER 16, 2020

A focus on customer experience is essential for the success of any organization. And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead.

VOC 52

VOC Close the Loop Touchpoint NPS 52

ClearAction

JANUARY 20, 2020

It will be tempting to make your plays at the surface: program-level adjustments. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience. CX goes beyond interactions to include customers’ behind-the-scenes decisions and uses.

CXM 101

CXM Customer Experience CX Close the Loop 101

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.

Customer Feedback 81

Customer Feedback Net Promoter Score Close the Loop NPS 81

SurveySensum

APRIL 12, 2022

Qualtrics and Medallia are the two of them. But which one is the best? Let’s dig further to help you choose between the best of the two options – Qualtrics or Medallia. . Also, it helps identify the emotions, tone, and sentiment hidden in each response. .

Text Analytics 56

Text Analytics Close the Loop Unstructured Data NPS 56

Confirmit

SEPTEMBER 20, 2018

It’s a great improvement over the past, but today’s “one-click” world means customers expect more. Incorporating customer insights into the daily lives of employees is a real challenge. Often, companies enable their employees to do no more than keep their heads down and focus on closing the loop on low Net Promoter Scores. These companies suffer from the “Ostrich Effect.” Voice of the Customer Analyst Insight Webinars

Net Promoter Score 40

Net Promoter Score Government Close the Loop Customer Journey Map 40

ClearAction

AUGUST 29, 2015

Miss the eggs in a cake recipe, forget earbuds for your iPod nano, omit the submit button on a form, arrive at an airport without your luggage, get no sleep in a 24-hour period — you get the picture. The 3 necessary action ingredients are (1) Micro Action, (2) Macro Action, AND (3) Cultural Action. Here's the recipe: 1) Micro Customer Experience Action. B) The investment in technology and time to address one at a time is high.

Close the Loop 94

Close the Loop Customer Experience Sports Legal 94

Myra Golden Media

DECEMBER 13, 2018

The Importance of Follow-up. Thunderup) Follow-up is like an alley-oop on the court. An alley-oop in basketball is an offensive play in which one player throws the ball near the basket to a teammate who jumps, catches the ball in mid-air and puts it in the hoop before touching the ground. Meaning, you make that call, do the research, or whatever, and you close the loop by letting your colleague know you’ve followed through.

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Close the Loop Customer Service Customer Experience 88