Customer Experience Online Training’s Post

Modernize your CXM: 5) Close the Loop with Your Customer Base Closing the loop with Detractors is a good idea, but by definition it won’t lead to massive business results. Only a percentage of your customer base completes a survey, and only a percentage are Detractors. For ROI to be generated by your whole customer base, close the loop with your whole customer base. Send a letter to all customers (or announce via newsletter or web page) letting them know what key drivers you’re focusing on. Let them know you’ll give them a progress report by X date within the next 3-9 months. Advantages: Draws a line in the sand for internal momentum and accountability. Compels cross-organizational groups to work together for true solutions. Focuses groups on preventing recurrence of customers’ thorny issues. Helps all customers reset their perceptions when you share internal progress metrics. Shows customers you’re serious in acting on their feedback: improves survey response rates. Prevents infinite allocation of resources to the heretofore thorny issues. Re-allocate resources to higher value as a “customer experience annuity.” ➡️ Build customer trust by being transparent with your actions on their feedback. via Lynn Hunsaker, CCXP #CustomerExperience #CX #CustomerCentricity #CCXP