ClearAction

DECEMBER 11, 2018

Julie Garrah, Customer Experience Manager on Kirsty’s team at Hootsuite, explained: “We emphasize closing-the-loop in communicating what action we’re taking. We send customers a closing-the-loop email on a six-month cadence, sharing what we’re doing.”. This drives improvement in scores.

Customer Experience 71

Customer Experience Customer Journey Map Close the Loop Gaming 71

ClearAction

AUGUST 29, 2015

Closing the loop with a customer about a low rating on a survey or an issue they've contacted the company about is in almost everyone's recipe for customer experience improvement. Prevention is the name of the game, the antidote to the perception, expense, and churn symptoms listed above.

Close the Loop 117

Close the Loop Customer Experience Customer Experience Management Sports 117

CX Journey

DECEMBER 27, 2017

They focus on the metric , i.e., they try to move the metric, not to improve the experience; moving the metric can actually be detrimental and cause inappropriate behavior, gaming, and other undesirables that derail from the purpose of listening to customers and does not involve the same actions required to improve the experience.

VOC 47

VOC Close the Loop Customer Feedback Customer Retention 47

Beyond Philosophy

JULY 22, 2021

Sherman says that continuous measurement and fixing and closing the loop make Customer Experience the new marketing. However, these discussions are great because they bring up the level of everyone’s game, whether you win the debate or (ahem) lose it. . Marketing alone doesn’t do all that. . There you have it.

Customer Experience 89

Customer Experience Close the Loop Finance Start-ups 89

SurveySensum

NOVEMBER 22, 2023

Set the Game Plan: Defining Your Feedback Goals Question yourself – what is it that you want to achieve from website feedback? In essence, setting the game plan for defining feedback goals lays the foundation for a successful and effective feedback implementation process.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

Confirmit

JULY 13, 2017

Long before the days where mobile and social media started to truly change the game, the MR industry and the requirements of their clients looked a little bit different in the late nineties. We often speak of “closing the loop” in the Customer Experience environment.

Close the Loop 40

Close the Loop Social Media Voice of the Employee B2B 40

SurveySensum

JULY 27, 2023

Each of these examples shows how these brands have excelled in creating customized product recommendations, personalized email campaigns, memorable in-store experiences, and many more examples!

Retail 52

Retail Customer Feedback Close the Loop Touchpoint 52

Experience Investigators

APRIL 25, 2023

With a lack of trust and a lack of understanding of these roles, leaders can talk a big game about being customer-centric and those words will fall flat when heard by the employees doing the actual work. Does it mean you will respond to customer feedback in specific ways to close the loop? How can they be trusted?

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52

Experience Investigators

APRIL 25, 2023

With a lack of trust and a lack of understanding of these roles, leaders can talk a big game about being customer-centric and those words will fall flat when heard by the employees doing the actual work. Does it mean you will respond to customer feedback in specific ways to close the loop? How can they be trusted?

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. Seriously, it’s a game-changer! Get instant detractor alerts on your CRM so you can close the loop in time.

Customer Loyalty 52

Customer Loyalty Retail Social Media Touchpoint 52

SurveySensum

SEPTEMBER 1, 2023

Allows You to Offer Better Services Closing the loop by leveraging actionable data obtained through surveys enables you to enhance the quality of your services significantly. They can fill out the survey in their spare time without anyone standing over them, or ignore it if they feel like it. It gives them choice and freedom.

Customer Survey 52

Customer Survey Text Analytics Close the Loop Start-ups 52

Qualtrics

MAY 29, 2019

But with travel brands also having upped their CX game in the last few years, there’s so little room at the top for brands to differentiate themselves. There’s an opportunity for airlines to outdo rivals when it comes to closing the loop with dissatisfied customers, or taking more ownership of delivering bad news and solving problems.

Close the Loop 31

Close the Loop CX Gaming Customer Satisfaction 31

Qualtrics

SEPTEMBER 24, 2019

Bringing X-data and O-data together is a game-changer for digital CX, helping you improve the customer journey at every stage, and ultimately grow your bottom line. Close the loop. But with so many digital touchpoints it can be difficult knowing where to close the loop. Identify the key moments.

Close the Loop 20

Close the Loop CX Social Media E-commerce 20

Experience Investigators

MARCH 23, 2021

Encourage feedback and make sure you are closing the loop with those customers who provide it. They know this and start gaming the system to ensure that doesn’t happen. Look for opportunities to proactively include those customers in special events , behind-the-scenes access, or early product reviews.

Customer Experience 98

Customer Experience Contact Center Close the Loop Invoicing 98

Qualtrics

JULY 2, 2019

You can apply all the same analytics as you can to any other customer data, plus you can close the loop with customers and respond to them on their chosen platform without ever leaving your Qualtrics account. Faster, simpler in-app reviews. Plus, much more! Text iQ in 5 new languages. Action Planning.

Innovation 39

Innovation Close the Loop Social Media NPS 39

CX Journey

APRIL 17, 2019

You'll see that one of the biggest problems addressed in this post is closing the loop - with employees and with customers. If you don't put your customer's perception first, THE GAME IS OVER. If you're not sure about who needs to do what with the feedback, check out this post on 5 Fails to Avoid with Your CX Program.

VOC 54

VOC Close the Loop Touchpoint Social Media 54

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! The magic happens when companies “close the loop” and tell customers about improvements made because of their responses. This is the theme of my recent Customer Experience book.

VOC 52

VOC VOE Close the Loop Voice of the Customer 52

SurveySensum

MAY 19, 2023

Though the employees should be informed about the importance of NPS, never try to game the NPS. Step 5: Close the Loop This is one of the most crucial steps in using the NPS. Close the loop by contacting detractors to let them know that their feedback has been heard and acted upon.

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

Qualtrics

FEBRUARY 20, 2020

Closing the loop: Solve employee issues in the moments that matter most. Peloton changed the game by sweating the Member Experience to deliver breakthrough moments. Learn how data and insights drive everything from new product breakthroughs like Uber Comfort to driver loyalty programs to keep Uber ahead of the game.

Government 32

Government Close the Loop Gaming Innovation 32

ClearAction

APRIL 18, 2020

Resolving the instance is the norm today, driven by voice-of-the-customer technology vendors’ emphasis on closing the loop with customers who rated something poorly in a survey. We had to redefine our social system to get everybody into the innovation game.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

ClearAction

FEBRUARY 7, 2016

Rules of the Game for Customer Experience Innovation article. Customer Satisfaction Cliffhangers: Close the Loop article. Customer Experience Differentiation: Sustainable Profitability webcast (12:09). 10 Tips for Inventing Great Customer Experiences article. Improve Customer Experiences by Borrowing Ideas article.

Customer Experience 48

Customer Experience Gambling Social Media Close the Loop 48

Qualtrics

JANUARY 28, 2020

Improve your follow-up game. You need to think long-term by keeping in touch with people to raise retention and loyalty and by closing the loop on queries. A strong follow-up game can even be the difference between retaining someone and losing them.

Sentiment Analysis 24

Sentiment Analysis Close the Loop Gaming Social Media 24

Qualtrics

FEBRUARY 17, 2020

Closing the loop: Solve employee issues in the moments that matter most. Here’s a few must-see sessions for each day: Breaking down the NBA's HR game. Eric Hutcherson, CHRO, NBA Breakthrough employee experiences need three things — people data, tech, and a solid game plan. 13:40-14:00 // Weds, 11 March // Growth Shop.

Close the Loop 29

Close the Loop Gaming Healthcare Innovation 29

CX Journey

APRIL 17, 2019

You'll see that one of the biggest problems addressed in this post is closing the loop - with employees and with customers. If you don't put your customer's perception first, THE GAME IS OVER. If you're not sure about who needs to do what with the feedback, check out this post on 5 Fails to Avoid with Your CX Program.

VOC 32

VOC Close the Loop Touchpoint Social Media 32

Qualtrics

NOVEMBER 6, 2020

For example, a football game may have some feedback questions on the entire event experience, like: How easy was it to enter the stadium? By doing this, they generated enough responses to answer their question without burdening their customers with a lengthy survey during the game. What would you improve about today’s event?

Net Promoter Score 44

Net Promoter Score Close the Loop Customer Loyalty NPS 44

Help Scout

OCTOBER 30, 2018

Thoughtful recruiting is a long game. Successful recruiting is often a long game: It requires relationship building, patience and dedication. Whether it’s good or bad news, it’s essential we close the loop with candidates. When people aren’t replying, show your email to a teammate and ask what else might entice them.

Engineering 40

Engineering Start-ups Close the Loop Gaming 40

Qualtrics

FEBRUARY 18, 2020

Close experience gaps with actions and workflows. See how Qualtrics helps you automate routine tasks and close the loop on experience gaps as they occur. Learn how data and insights drive everything from new product breakthroughs like Uber Comfort to driver loyalty programs to keep Uber ahead of the game.

Government 29

Government Close the Loop Healthcare Innovation 29

SurveySensum

JULY 13, 2023

If you want to follow the steps of big brands like Amazon, and Zappos who have won the game of retail customer experience? Get instant detractor alerts on your CRM so you can close the loop in time. This is how by gathering customer feedback and taking action on that feedback, brands can create a positive customer experience.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

If you want to follow the steps of big brands like Amazon, and Zappos who have won the game of retail customer experience? Get instant detractor alerts on your CRM so you can close the loop in time. This is how by gathering customer feedback and taking action on that feedback, brands can create a positive customer experience.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

MARCH 1, 2024

Forgetting to Close the Loop: One of the crucial key things that often gets overlooked in the NPS analysis is – closing the feedback loop. This isn’t just a follow-up; it’s a game-changer. That’s what happens when companies don’t close the loop with NPS feedback.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Lumoa

FEBRUARY 9, 2023

Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding, and closing the loop with the customer. This type of survey is a great way to close the loop on customer interaction and make sure that you’ve met their expectations.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

SurveySensum

NOVEMBER 30, 2023

Fintech companies that make a real effort to up their customer experience game and boost their NPS scores are setting the stage for solid and long-lasting connections with their customers. Measuring NPS in the fintech industry serves as an indicator of customer satisfaction and loyalty.

NPS 52

NPS Close the Loop Customer Satisfaction Actionable Insights 52

Waypoint Group

AUGUST 1, 2018

This means that the players have less skin-in-the-game because the initial decision wasn’t theirs. I hope you don’t just want a vanity metric… I think we’re all tired of those NPS press releases that promote a company’s own artificially-high/gamed Net Promoter Score. Key-driver analysis becomes critical here.

Net Promoter Score 56

Net Promoter Score Close the Loop Key Driver Analysis NPS 56

Qualtrics

OCTOBER 29, 2020

You can introduce elements of competition or incentives to make a game out of submitting information. Keep the conversation going and close the loop. Once you have results that highlight areas for improvement, you can choose to keep the conversation going before closing the loop. How to get more online suggestions.

Close the Loop 26

Close the Loop Start-ups Social Media Actionable Insights 26

Lumoa

MARCH 20, 2018

Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. This type of survey is a great way to close the loop on a customer interaction and make sure that you’ve met their expectations.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

APRIL 24, 2018

The Net Promoter System provides the opportunity for you to act by closing the loop on both a tactical and strategic level. As recent industry surveys show, NPS scores don’t reward companies that ‘game’ the system. Another reason I'm neutral is the customer feedback loop. NPS scores reward outcomes not efforts."

NPS 135

NPS CX Net Promoter Score Close the Loop 135

SurveySensum

DECEMBER 20, 2023

Businesses that understand and embrace these shifts have a secret weapon: they’re ahead of the game. Resolution Rate When a customer reaches out with a question or problem, your aim is to close the loop. People want the best of both worlds—high-tech solutions and an empathetic touch.

Net Promoter Score 52

Net Promoter Score Customer Service NPS Customer Satisfaction 52