Most companies want to address the concerns of every dissatisfied customer but many fear that goal is unrealistic. However, by applying proven best practices, companies can implement a closed loop alerting (CLA) program that highlights customer issues and tracks them...
Today, companies invest significant amounts in customer surveys to learn how to serve their customers better. Automated surveys are valuable. However, allowing customers to leave comments (verbatim), expressing exactly what they think and feel, empowers...
Email holds status as the most popular approach for gathering customer experience (CX) feedback approach. The reasons: easy implementation, low cost, and widespread adoption by consumers. While email feedback gathering is easy to implement and maintain, there are...
Surveys are the most expedient ways to collect customer insight. But that expediency comes with a price. Today’s customers are likely to receive a survey request every time they come in contact with a brand—and that can happen from a few to dozens of times each day....
The words “feedback” and “motivation” can seem like antithetical concepts. The reason? “Feedback” often has a negative connotation due to its use as a “stick” versus a “carrot” to improve performance. However, customer experience (CX) leaders realize that...
Most service organizations have talented and passionate employees that care about helping customers. In fact, between 60-80% of customer experience (CX) feedback reflects well on customer-facing teams. However, many companies’ CX programs place significant emphasis on...
Every week I have conversations with clients or prospects about closed loop alerting (CLA) and how the process is working for their organization. These conversations always inform and educate on the realities of closed loop alerting and the creative ways many...
Successful customer experience (CX) programs require strong executive commitment. And industry research reveals that today’s business leaders do cite the value of CX. This is good news for your CX initiative. In an in-depth study of more than 400 executives,...
![4 Pillars of a Successful Closed Loop Alerting Program [Video]](https://www.etouchpoint.com/wp-content/uploads/2016/08/4PillarsofCLA.jpg)
