Chapter 9: Closing a Feedback Loop with Customer Voice
Closing a feedback loop is an important step in customer feedback management. If you have an unhappy customer, you must get back to the customer promptly, otherwise you risk losing your customer.
One of our auto manufacturer customers sends a survey after their customer picks up a new car. If the customer gives a poor NPS score, an alert is automatically generated to the dealer manager where the car was purchased so that the manager can follow up with the customer to resolve the issue. Another organization I worked with operates restaurants in Europe. They include a QR code on the dining table where customers can provide feedback. If a customer is not happy with their experience, they are ...
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