CX Chat – Closing the loop with the customer

Every Wednesday a group of Customer and Employee Experience enthusiasts joins #CXChat, a twitter chat hosted by @annettefranz and @sueduris. This chat is for CX and EX professionals to connect, learn and share best practices. And every week it has a new topic.

Two weeks ago the topic was Closing the loop with the customer on feedback and other items. A very interesting topic around which Sue and Annette launched a series of questions for discussion. Very interesting discussions and opinions were shared, which you can see here.

This topic is dear to me, so I participated and shared my points of view. Some of which you can see below (apologies for some misspelling, but I was using my smartphone).

Q1. What does closing the loop with the customer mean?

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Q2. What is the importance of/are benefits to closing the loop with the customer? How does it help the customer experience?

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Q3. What are examples of companies failing to close the loop with customers?

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Q4. Can you measure whether you’re doing a good job with closing the loop with the customer? How can you tell?

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Q5. What are examples of companies effectively closing the loop with customers?

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Q6. If your CEO asked you to define a good closed loop process and provide best practices on how to manage it, what would you tell him/her?

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Q7. Closing the loop on customer feedback isn’t just about following up with customers. How does your company close the loop with employees?

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Q8. What are best practices for closing the loop with employees?

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