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

JULY 31, 2015

It gives you emotional snapshots of your company’s touchpoints. Make sure to close the loop on employee feedback. Closing the loop on feedback is crucial to keeping employees engaged in the process. If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective.

Close the Loop 118

Close the Loop Customer Experience Touchpoint Start-ups 118

Experience Investigators

DECEMBER 14, 2021

Make 2022 the year you close the loop. Closing the loop also means bringing closure to the people and teams in your organization who solve those customer issues and create better outcomes. Look for the touchpoints along the customer’s journey that could better serve customers with these technologies.

Customer Experience 135

Customer Experience Close the Loop Customer Journey Map Contact Center 135

Lumoa

FEBRUARY 9, 2023

It involves creating customer touchpoints, analyzing customer feedback and data , and leveraging customer insights to build customer-centric products/services. This type of survey is a great way to close the loop on customer interaction and make sure that you’ve met their expectations. How a CSAT survey can look like.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Experience Investigators

OCTOBER 27, 2020

Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

PeopleMetrics

FEBRUARY 27, 2025

Implement a full-scale, omnichannel transactional VoC program across every touchpoint. However, complex issues and high-value customers still require human intervention in a traditional close the loop process. The natural instinct? But heres the reality: starting slow with a pilot program is the smarter, more strategic move.

VOC 62

VOC Close the Loop Sentiment Analysis Predictive Analytics 62

CX Accelerator

FEBRUARY 12, 2018

Analyze your customer journey to re-evaluate where key touchpoints and moments of truth are. Set up listening posts where it matters. These places are where your listening posts should be. In addition, have listening posts at other places where your customers frequent such as specific social channels or online communities.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

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 133

Net Promoter Score NPS Close the Loop Customer Satisfaction 133

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. Engaging employees in customer experience insights, touchpoints, and appreciation is recognized widely as important to success.

Customer Experience 117

Customer Experience Close the Loop Sports Legal 117

Lumoa

FEBRUARY 20, 2018

Customer experience matters across all the channels and all the touchpoints of customer journey. Contact volume by channel Knowing the contact volume and ticket distribution by channel will help you to identify the main customer touchpoints that cause problems or are unclear to your customers. Cross organizational silos.

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

SurveySensum

DECEMBER 4, 2024

Step 5: Close the Loop This is one of the most crucial steps in using the NPS. Customer Experience (CX) Design: This is done to create a consistent, relevant, and meaningful experience at each business touchpoint. Doing so can help reduce waiting times, simplify the process, and ensure smooth interaction at every touchpoint.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Lumoa

APRIL 3, 2018

Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. Many companies often start measuring NPS at one touchpoint (which is often customer service, as it is the most obvious option) that they think is the most important. When to ask feedback?

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

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

SurveySensum

OCTOBER 17, 2024

In other words, today’s modern connected consumer interacts with a business across multiple touchpoints. So, start analyzing the feedback and close the loop. Collect Feedback According to research , nearly 81% of consumers expect frictionless experience across devices and platforms from brands.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Lumoa

JANUARY 3, 2023

Forget manual work as all the touchpoints are organized for you in an instant. You’ll also benefit from real-time analytics in over 60+ languages so nothing goes unnoticed But that’s not all – after gaining your insight, use Lumoa to close the loop by following up on tasks and making sure everyone is held responsible for what they do!

NPS 147

NPS Touchpoint Construction Close the Loop 147

Customer Service Life

AUGUST 22, 2019

As you consider asking your customers these questions, be deliberate about the key touchpoints or places in the journey where you want to measure success. Close the loop — Remember that, especially with dissatisfied customers, these are opportunities to take a difficult situation and try to make it right.

NPS 107

NPS Contact Center Close the Loop Net Promoter Score 107

Experience Investigators

NOVEMBER 16, 2021

Customer journey maps, for example, don’t often include feedback requests as actual touchpoints. This is also where it’s important to define how to close the loop with the customer. Feedback is often treated as if it’s a separate and distinct experience from the customer’s journey. But that’s exactly what they are.

Customer Feedback 133

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

Lumoa

MAY 17, 2022

We had a fabulous webinar recently that showcased the power of Closing the Loop within Lumoa Hosted by Customer Success Manager Elina in English That’s all folks! Start here to resolve them Automatically Generated Insights – added Filter Insights and Related Insights, explained further above Recent webinars!

Close the Loop 78

Close the Loop Touchpoint Start-ups Customer Experience 78

Lumoa

FEBRUARY 28, 2023

Many businesses fall into the trap of only thinking about specific customer touchpoints—like contacting your support team—but isolating any touchpoint from the overall customer journey is dangerous: You can improve your support touchpoints, but what if your onboarding experience is awful?

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

Lumoa

FEBRUARY 13, 2024

Use Tasks to make sure the right feedback gets to the right person Lumoa has offered a way to close the loop with your customers by using the Events page for some time. Now, each element on the page can be customized, allowing you to create dynamic views that are specific to your needs!

Close the Loop 78

Close the Loop Start-ups Touchpoint 78

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. Inner Customer Feedback Loop. How to Close the Loop?

Close the Loop 52

Close the Loop B2C B2B Customer Feedback 52

CX Journey

AUGUST 11, 2015

Understand customers and what they are trying to do Use that understanding to develop products for the customer, products that solve their problems and help them do what they are trying to do Listen to customers at all key touchpoints Close the loop with customers on their feedback Act on what you hear Share the feedback and ensure it's used throughout (..)

Close the Loop 75

Close the Loop Touchpoint Customer Feedback Customer Experience 75

Retently

SEPTEMBER 3, 2024

Some of these surveys are core to our approach, actively triggered at specific touchpoints or on a recurring schedule to monitor the customer experience. But the NPS recurring survey isn’t just about gathering scores; it’s about closing the loop. Others are experiments we’ve explored to capture targeted data.

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

ClearAction

NOVEMBER 1, 2017

Make it easy for them to share their progress so you can close the loop with customers at-large about progress. You’ll notice that these 3 applications of customer experience intelligence are behind the touchpoints. Continually educate engineering, operations, finance, safety, quality, facilities, HR, IT, etc.

Customer Experience 69

Customer Experience Close the Loop Touchpoint Education 69

CX Journey

AUGUST 8, 2017

Recruiting is a touchpoint in the employee lifecycle, which indirectly becomes a touchpoint in the customer lifecycle, as well. And that lie is easily perpetuated at this particular touchpoint. Companies are inundated with resumes, even if they're just trying to fill a couple positions.

Customer Experience 56

Customer Experience Close the Loop Touchpoint Customer Journey Map 56

SurveySensum

DECEMBER 18, 2024

To improve customer tolerance level, you can: Add more customer touchpoints for assistance Enhance transparency about service issues Simplify accessibility and processes 3. Your customers’ tolerance level indicates how forgiving they are when faced with service interruptions or product inconsistencies.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

TeamSupport

APRIL 28, 2020

Send an automated follow up to the customer – When a chat conversation ends, it creates another touchpoint for B2B companies to capitalize on to strengthen and improve the customer relationship. This touchpoint is often in the form of an automated email that’s similar to what a customer would receive when they submit a support ticket.

B2B 59

B2B Close the Loop Touchpoint Start-ups 59

Lumoa

APRIL 24, 2018

Plus, NPS samples are insufficient i.e. of the total customer base how many responses would we need across a range of touchpoints to make NPS statistically valid? The Net Promoter System provides the opportunity for you to act by closing the loop on both a tactical and strategic level.

NPS 126

NPS CX Net Promoter Score Close the Loop 126

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) is the concept that all of the touchpoints between a business and its customers contribute to the customer's overall impression and emotional connection to the business. What is a customer feedback loop? A CX process generates data and insights through customer feedback loops.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Gainsight

JANUARY 20, 2021

Close the Loop. Piggybacking off the previous best practice of putting what you’ve heard into action, one of the simplest ways to be a great listener is closing the loop! Gainsight’s Journey Orchestrator allows you to automate important touchpoints in the customer journey.

Close the Loop 59

Close the Loop NPS CX Construction 59

Confirmit

NOVEMBER 16, 2020

Cromwell established a multi-touchpoint VoC program to better understand customer expectations. Action Management closes the loop within 48 hours for over 95% of all customer alerts, resulting in an 86% decrease in complaints. 93% of new customers onboarded within 14 days in 2020.

VOC 52

VOC Close the Loop Touchpoint Voice of the Employee 52

Retently

DECEMBER 11, 2024

Best Use Cases : Ideal for quick surveys sent after specific touchpoints, like a purchase, a support interaction, or a delivery. In the next section, well explore how to customize these questions for different customer touchpoints to maximize their impact. Table of Contents Key Takeaways What is CSAT and Why Does It Matter?

Touchpoint 90

Touchpoint Actionable Insights Start-ups Customer Satisfaction 90

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. While email remains the go-to option, certain touchpoints may benefit more from SMS or web pop-ups to reach customers where they are most active.

Retail 109

Retail CX NPS Touchpoint 109

SurveySensum

NOVEMBER 11, 2021

It provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions. Moreover, their teams will help you with WHEN to launch WHICH survey at WHICH touchpoint.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

SurveySensum

MARCH 3, 2022

It measures customer loyalty and sentiments by listening to your customers, understanding their expectations, and closing the loop. Closing the loop. Close the loop by informing the customers of the actions taken. . Qualtrics is one of the widely used platforms to capture feedback and close the loop.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

CX Journey

JULY 10, 2014

Ensure that you have the right feedback at the right time from the right customers, then glean insights, create action plans, and drive it all back to the right departments and right employees who take action at the right touchpoints at the right time. Challenges I might make this sound simple and simplistic.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71