Smarter Closed Loop Feedback

Many companies now deploy real-time Voice of the Customer or Enterprise Feedback Management (EFM) programmes. This enables them to generate timely flags or ‘hot alerts’ when a customer experiences a poor level of service – We call these critical incidents.

Closed Loop Feedback or ‘Closing the Loop’ is when organisations enable their staff to contact a customer following a critical incident and take appropriate action. But customer-facing staff are rarely given good guidance about which actions are the most appropriate.


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