SurveySensum

DECEMBER 4, 2024

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 Close the Loop Customer Loyalty 52

Experience Investigators

NOVEMBER 16, 2021

Collecting feedback to collect feedback is a fool’s game. This is also where it’s important to define how to close the loop with the customer. How can you set up your organization for success when it comes to feedback programs? Here are five ideas. 5 Ways to Make the Most of Your Customer Feedback Program.

Customer Feedback 133

Customer Feedback Net Promoter Score Close the Loop Customer Journey Map 133

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 167

Net Promoter Score Customer Experience B2C Social Media 167

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

Retently

SEPTEMBER 3, 2024

But the NPS recurring survey isn’t just about gathering scores; it’s about closing the loop. While that is not a primary scenario for us, given the low ticket volume, we know that for many companies, this type of survey is a game-changer. But if the response is somewhat indifferent, it’s a clear sign we need to step up our game.

B2B 152

B2B NPS Start-ups Actionable Insights 152

SurveySensum

MAY 2, 2024

Having mastered the art of listening, let’s see how companies translate this symphony of the voice of the customers into real-world improvements through the power of closed-loop feedback. Impact of Closed Loop on Customer Service: 10 Brand Examples 1. A customer-forged masterpiece: their best POS system ever.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

Waypoint Group

DECEMBER 3, 2015

Closing the loop is a must. The post Why Selling to Businesses Changes the CX Game & What You Need to Know to Win appeared first on Waypoint Group. Keep the communication open between the many people within an account and your team; feedback requests can’t be a one-time annual event.

Gaming 40

Gaming CX B2B B2C 40

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 126

NPS CX Net Promoter Score Close the Loop 126

Retently

JULY 8, 2024

It’s imperative to close the loop and understand why your customers gave you the feedback. Manipulated results There’s also a temptation to game the system. Therefore, you cannot say a lot about a company just by looking at its absolute NPS score, without considering the relative performance within the industry.

Net Promoter Score 148

Net Promoter Score NPS Non-Profits Customer Satisfaction 148

Gainsight

OCTOBER 13, 2020

However, companies that embrace a multi-channel approach to collecting and responding to CX feedback are even better positioned to assess and act-on game-changing information quickly. Act: Close the loop on the various forms of feedback . Analyze: Assess your product and processes and implement necessary changes.

Close the Loop 52

Close the Loop CX Customer Feedback Gaming 52

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

Lumoa

AUGUST 18, 2022

Furthermore, it fairly makes it easier to close the loop with the customers in the process. Knowing what makes your customers like or dislike your products/services is a game-changer. Many believe (and it makes sense) that customer experience can be any business’s unique value proposition against competitors.

Customer Journey Map 78

Customer Journey Map Close the Loop Customer Feedback Start-ups 78

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 107

Net Promoter Score Customer Experience CEM B2C 107

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 88

Customer Experience Close the Loop Finance Start-ups 88

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

SurveySensum

DECEMBER 18, 2024

Though there are several tips to improve your NPS , we list down only the most important ones here.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

SurveySensum

JANUARY 16, 2025

But, lets not get ahead of the game and explore each tool to see how they differ from each other and which one aligns the best with your CX goals and needs. Close the Loop Detractors are inevitable in surveys. And the efficient way to convert these detractors to promoters is closed-loop feedback.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

SurveySensum

JULY 31, 2024

The magic lies in the AI feedback loop – a complete game changer in the world of feedback analysis. After implementing the changes, closely monitor the impact. Also, don’t forget to close the loop by asking for feedback from your customer on the implemented changes.

AI 52

AI Close the Loop Sentiment Analysis Actionable Insights 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

InteractionMetrics

FEBRUARY 20, 2025

And when you have an actual score instead of a gamed score, you can make decisions based on facts. Close the Loop Quickly Speed matters when addressing customer feedback. When you partner with Interaction Metrics , you get a third-party survey partner who removes bias and gives you honest, reliable data.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

SurveySensum

JULY 16, 2024

Closing the Loop Being one of the top companies in the IT sector and the inventor of many automated solutions, it should come as no surprise that Google is ahead in the game of using AI to close the feedback loop with its customers. Google has implemented a completely automated system for its customer service.

NPS 52

NPS Customer Loyalty Close the Loop Engineering 52

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

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

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 CEM 48

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

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

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

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

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

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 60

Net Promoter Score Customer Experience CEM B2C 60

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 Voice of the Customer Close the Loop 52

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

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

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

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