Portfolio Category: Point of View

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. DOWNLOAD...

Are Your Customers Working Too Hard?

Optimise the customer: Company Effort Ratio to maximize Loyalty In this article, the authors provide a link between Customer Effort and two customer experience metrics, namely the likelihood to keep doing business with a company and the intention to spread positive word of mouth. DOWNLOAD...