Experience Investigators

JULY 20, 2021

Closing the loop with customers in a consistent way. Empowering employees to make better decisions based on the Voice of the Customer (VoC) program. Is there governance around how to best approach surveys and the methods in which they’re presented to customers? Look for what leaders are involved along the way.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

ClearAction

NOVEMBER 16, 2023

VoC Maturity Essentials – VoC Collaborators – VoC Transformers 3. Despite this significant investment of energy and resources, VoC today might be rated between 3-6 on a 10-point scale for each of the 3 maturity criteria listed above. Clearly, it’s not yet enjoyably easy for customers to participate in VoC.

VOC 62

VOC B2B Close the Loop Non-Profits 62

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

Experience Investigators

JANUARY 5, 2022

This meant starting or reinforcing a strong Voice of the Customer (VoC) program , including specific ways to gather customer feedback, like regular surveys, in-app feedback mechanisms, and ongoing input. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

Customer Experience 134

Customer Experience Customer Journey Map Close the Loop Voice of the Customer 134

Waypoint Group

OCTOBER 12, 2021

Are you ignoring feedback by not closing the loop with what your customers are telling you in your NPS surveys? Do your CSMs know what governance, oversight, and value means for their book of business? Are you single-threading (i.e. generally working with one primary point of contact) in an account?

Close the Loop 40

Close the Loop NPS VOC Government 40

Experience Investigators

JANUARY 10, 2023

This meant starting or reinforcing a strong Voice of the Customer (VoC) program , including specific ways to gather customer feedback, like regular surveys, in-app feedback mechanisms, and ongoing input. You began measuring feedback using quantitative data as well as gathering open-ended feedback. They lead to big things!

Customer Journey Map 52

Customer Journey Map Customer Experience Close the Loop CX 52

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