Customer expectations are higher than ever, but one place those expectations haven’t changed is when it comes to their feedback. They want you to listen; they want to be heard; and they want to be assured that action will be taken on their feedback.
Critical to improving the customer experience is listening to customers and incorporating their data and their feedback into your customer experience strategy. Data-driven decisions are key to customer experience transformation success. That sounds easy enough, but plenty of companies are not seeing the results they expected to see from their Voice of the Customer (VOC) programs.
Why is that? What’s going on?
Companies listen to customers but many fail to change or update their processes based on what they hear. If you’re getting actionable feedback, the next step must be to take action. Critical to that is closing the loop on your customer feedback.
In an eBook that I wrote for NICE Ltd. I dive into what that means and what a closed-loop process looks like. Before doing that, I write about the foundation for success in this endeavor. The goal throughout this eBook is to set you up for success as you develop your own closed-loop process.
Download your copy of Closing the Loop to Surprise, Delight, and Retain Customers here. I look forward to your thoughts on it.
I think it’s very important to have a feedback loop, where you’re constantly thinking about what you’ve done and how you could be doing it better. I think that’s the single best piece of advice: constantly think about how you could be doing things better and questioning yourself. ~ Elon Musk
Annette Franz is an internationally recognized customer experience thought leader, coach, speaker, and author. In 2019, she published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business); it’s available on Amazon in both paperback and Kindle formats. In 2022, she published her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks), which is available to purchase on Amazon, Books A Million!, Target, Barnes & Noble, and thousands of other outlets around the world! Sign up for our newsletter for updates, insights, and other great content that you can use to up your EX and CX game.
Image courtesy of NICE Ltd.