eglobalis

SEPTEMBER 28, 2024

Failure to Close the Loop on Customer Feedback: Instead of using customer feedback to improve services, some dealers in Europe—such as those in Ingolstadt and Pfaffenhofen, Bavaria—ignore or dismiss complaints.

CX 484

CX Close the Loop Legal Transportation 484

Gainsight

MARCH 27, 2019

They’re providing you with high-quality feedback and you aren’t responding to them, you aren’t closing the loop. If you don’t close the loop you risk alienating your customers. So, with that in mind, let’s look at some of the ways you can close the loop when it comes to customer feedback… 1: Transparency.

Close the Loop 78

Close the Loop Customer Feedback Start-ups 78

SurveySensum

JULY 25, 2019

Responding to feedback with an appropriate solution and closing the ticket is what we call to close the loop feedback. Closing the loop with customer feedback doesn’t need to be difficult at all. . What needs to be ignored while closing the loop with customers? Close the loop with SurveySensum.

Close the Loop 74

Close the Loop Customer Feedback Net Promoter Score CEM 74

Customer Think

MAY 22, 2023

Customers churn when they do not feel heard and valued. It’s the evolving task of CX professionals to overcome this challenge. If a customer does not feel heard, then they may not feel valued. Not being heard or valued can result in churn. So, if you are looking for ways to build deeper relationships with […]

Close the Loop 105

Close the Loop CX 105

PeopleMetrics

MARCH 24, 2025

Theres a certain kind of VoC ROI thats immediateyou close the loop on a bad experience, follow up with the customer, maybe save the relationship, maybe turn a detractor into a promoter. AI or not, RCA is a must If closing the loop helps you win the battle, root cause analysis helps you win the war. Thats great.

VOC 90

VOC Close the Loop AI Text Analytics 90

Customer Think

JULY 9, 2024

The first problem is that research suggests that while the largest majority of companies ask their customers for feedback, only a small minority close the loop […] But, there are two problems with that situation.

Close the Loop 59

Close the Loop Customer Feedback 59

ECXO

JANUARY 21, 2025

Close the loop by informing customers about how their feedback led to changes. Listening to customers can help identify problems before they become crises. Action: Create multiple channels for feedback (surveys, social media, support tickets) and set up a system to analyze and act on it.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Heart of the Customer

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!

Close the Loop 150

Close the Loop 150

Retently

AUGUST 29, 2018

NPS feedback is valuable for more than just closing the loop and retaining customers. Close the loop when customers are unhappy. All it takes is the right response at the right time, and a proactive effort to close the loop and turn their negative experience with your product or service into a positive one.

Net Promoter Score 153

Net Promoter Score Close the Loop Customer Service NPS 153

Retently

OCTOBER 26, 2023

After you close the loop, disconsider outdated responses When you receive feedback from a Passive or Detractor with specific advice on how to improve your product or service, start working as soon as you can to address it and close the loop.

Net Promoter Score 146

Net Promoter Score NPS Close the Loop Customer Feedback 146

Futurelab

JUNE 7, 2024

The brand closed the loop on them, but this case made us rethink how we interpret comments in general. But a small percentage of customers had issues with product quality, and their price complaints were not funny. They clearly did not get the same value as happy customers.

Close the Loop 162

Close the Loop NPS Voice of the Customer Sales 162

eglobalis

MARCH 30, 2025

This closes the loop faster than traditional survey programs where findings might take weeks to disseminate. When an insight is identified (e.g., Real-world outcomes from comprehensive VoC programs include higher customer retention and satisfaction, precisely because issues are caught and addressed faster.

AI 334

AI CX Sentiment Analysis Predictive Analytics 334

PeopleMetrics

DECEMBER 5, 2017

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. It is their responsibility to then “close the loop” by contacting the customer.

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Customer Think

FEBRUARY 2, 2024

Do you try to win your customers back with a free item or discount when they are unhappy with the service agent’s attitude? Do you consider to bolster staff training? Have you reconsidered your return policy and made it more customer-friendly, with relatively high number of customer complaints, e.g. “Why do you make it so […]

Close the Loop 45

Close the Loop 45

DMG Consulting

MARCH 13, 2025

The next step, which is already finding its way to market, is using them to identify interaction follow-up activities and automating the resolution process to close the loop. But this is just the beginning for these solutions.

AI 62

AI Artificial Intelligence Close the Loop Omnichannel 62

Retently

MAY 26, 2023

Work with your clients to close the loop and respond to feedback One of the most common Net Promoter Score mistakes is using NPS as a purely quantitative feedback system, all while ignoring or forgetting to act on the qualitative feedback provided by customers.

Net Promoter Score 135

Net Promoter Score NPS Close the Loop Customer Satisfaction 135

PeopleMetrics

JULY 31, 2015

Make sure to close the loop on employee feedback. Closing the loop on feedback is crucial to keeping employees engaged in the process. It could be a five-minute, stand-up meeting. It could be a computer in the breakroom. The point is, keep it simple, so your employees can give you a look into their interactions.

Close the Loop 118

Close the Loop Customer Experience Touchpoint Start-ups 118

PeopleMetrics

FEBRUARY 14, 2025

But they dont solve the deeper challenge: What do you actually do with the data?

VOC 62

VOC Close the Loop Predictive Analytics Social Media 62

Experience Investigators

JULY 20, 2021

Closing the loop with customers in a consistent way. Is anyone actively responding to customers, acting on feedback, or closing the loop? Who is responsible for actions required , including addressing customer issues and closing the loop with the customer? Look for what leaders are involved along the way.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

CX Accelerator

FEBRUARY 12, 2018

This requires collecting and analyzing customer feedback data, extracting actionable insights, prioritizing these insights, disseminating insights to appropriate personnel, implementing these insights into business processes and closing the loop with the customer.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Zonka Feedback

SEPTEMBER 8, 2022

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. When it comes to choosing the right SaaS survey software, there are plenty of things to keep in mind.

Close the Loop 98

Close the Loop Customer Feedback 98

Intercom, Inc.

JUNE 5, 2019

Userfeed is built exclusively on Intercom and enables you to seamlessly capture, manage and close the loop on product feedback. Since each request corresponds with a tag in Intercom, you can also view and message segments of users based on their feedback to close the loop. Enter the Userfeed app.

Close the Loop 29

Close the Loop Start-ups Engineering CRM 29

Experience Investigators

OCTOBER 27, 2020

How will you close the loop with the customer? If customers have a complaint or issue as part of their offered feedback, then what processes or protocols are in place to close the loop with them individually? Before introducing a listening post, have a plan on how that feedback will be used. Who is responsible?

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

PeopleMetrics

JUNE 16, 2016

We call that “ closing the loop.”). You’ll find yourself compelled to continue closing the loop on customer feedback. The second may even be worse, because it includes failure to meet customer expectations. (If If customers give feedback, they want to see something come of it. I’ll even give you three reasons why: 1.

Close the Loop 118

Close the Loop Customer Experience VOC Voice of the Customer 118

ECXO

MARCH 6, 2025

This closing the loop can turn around negative experiences and show customers that the company is responsive. In many B2B contexts, a rapid response to a complaint or suggestion can be the difference between saving the relationship or losing the account.

CX Transformation 339

CX Transformation B2B CX Government 339

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. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. 2) Macro Customer Experience Action.

Customer Experience 117

Customer Experience Close the Loop Sports Legal 117

PeopleMetrics

FEBRUARY 27, 2025

However, complex issues and high-value customers still require human intervention in a traditional close the loop process. AI can now prioritize cases, recommend responses based on historical data, and even automate initial follow-ups for lower-tier issues.

VOC 62

VOC Close the Loop Sentiment Analysis Predictive Analytics 62

CX Accelerator

OCTOBER 9, 2018

This information is used to lead a cross-functional meeting once a week in which we learn from the VoC data and close the loop on it. As employees enter the feedback, it’s reviewed by our CX team and curated into a presentable format. It’s nearly free, and extremely effective. Learn how to get your own button program going here.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

Intercom, Inc.

OCTOBER 22, 2020

Paul Hagen, a former CX Analyst at Forrester, says that a breakdown in CX often occurs for one of two reasons – a lack of strategy or poor execution that fails to close the loop from customer feedback to action. In fact, despite the many opportunities CX affords, studies show that 93% of CX initiatives are actually failing.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

PeopleMetrics

MARCH 1, 2017

A closed-loop customer feedback management system gives institutions the tools they need to take this personal follow-up and “close the loop” on each piece of customer feedback. When you're trying to close the loop, you do not have to protect the identity of your customers who give you feedback.

Customer Feedback 98

Customer Feedback Close the Loop Voice of the Customer Case Management 98

Lumoa

JANUARY 31, 2023

Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management? In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

SurveySensum

DECEMBER 4, 2024

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. Step 4: Follow-up Questions Even if your score is low or high, you should follow up questions with the detractors in the survey.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Experience Investigators

JANUARY 5, 2022

Beyond just collecting feedback, you worked to begin understanding the correlations between customer feedback and larger companywide metrics that matter, and closed the loop with customers to help them know their feedback was valuable and meaningful. . Related Resources: [Guide] SMIRC Goals checklist.

Customer Experience 134

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

Intercom, Inc.

OCTOBER 27, 2020

As Kristen puts it: “We want to make sure the people who are caring for our customers are deeply connected to the people building the product and are able to close the loop on this holistic experience we want to provide our customers.”.

Close the Loop 179

Close the Loop Education Start-ups Customer Expectations 179

RateMyService

OCTOBER 13, 2023

Simply collecting feedback is not enough; organizations must establish a robust “close the loop” process to effectively utilize customer feedback and make customers feel appreciated. By closing the loop promptly, brands can demonstrate their commitment to addressing customer concerns and improving the overall experience.

Close the Loop 52

Close the Loop Customer Experience Customer Feedback Customer-Centric Organization 52

SurveySensum

FEBRUARY 13, 2025

Close the loop and take action on detractors The next step after following up with your detractors is to take the required action on their feedback. By closing the loop, you acknowledge customer concerns, resolve issues, and show them their voice matters. Make sure you inform them that you have resolved their problem.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

PeopleMetrics

MARCH 13, 2015

But companies that are listening recognize the importance of closing the loop with employees to let them know they have been heard. If they can, are you analyzing that feedback and closing the loop with them? Some suggestions will get acted upon. Some may not. The World of Work is Changing.

Customer Experience 109

Customer Experience Close the Loop Net Promoter Score Voice of the Employee 109