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.