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?
Q2. What is the importance of/are benefits to closing the loop with the customer? How does it help the customer experience?
Q3. What are examples of companies failing to close the loop with customers?
Q4. Can you measure whether you’re doing a good job with closing the loop with the customer? How can you tell?
Q5. What are examples of companies effectively closing the loop with customers?
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?
Q7. Closing the loop on customer feedback isn’t just about following up with customers. How does your company close the loop with employees?
Q8. What are best practices for closing the loop with employees?