{"id":48899,"date":"2020-11-02T00:00:15","date_gmt":"2020-11-02T05:00:15","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=48899"},"modified":"2021-05-06T06:54:45","modified_gmt":"2021-05-06T10:54:45","slug":"round-out-your-customer-experience-program-with-closed-loop-feedback-management","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/round-out-your-customer-experience-program-with-closed-loop-feedback-management\/","title":{"rendered":"Round Out Your CX Program with Closed Loop Feedback Management"},"content":{"rendered":"

What?<\/h2>\n

Feedback is feedback, right? Well, yes, but what you do with it is what makes it closed loop. Closed loop feedback means that you actually respond to the feedback. You probably already read and analyze customer feedback. Maybe you even take steps to improve the customer journey based on that feedback. It\u2019s time to take your customer service<\/a> to the next level\u2014by creating a closed loop customer experience.<\/p>\n

<\/div>\n

Why?<\/h2>\n

Responding to customer feedback does two things — both of which benefit your business.<\/p>\n

<\/div>\n

Your customers like it<\/strong>
\nFirst, it makes the customer felt heard and validated. This is especially important if the original feedback was negative. Reaching out to close the loop shows that you\u2019re making an effort to remedy their less than pleasant experience. Sincerity and effort are key here. After all, 61% of consumers have switched brands due to bad customer service<\/a>.<\/p>\n

<\/div>\n

Following up with a happy customer\u2019s review has its benefits, too. By responding to them, you\u2019re telling them that you appreciate their loyalty and patronage while creating a personal connection. In fact, just reaching out puts you ahead of the competition. SuperOffice found that “62% of companies do not respond to customer service emails<\/a>.”<\/p>\n

<\/div>\n

Customer retention is the name of the game here. When people feel valued and appreciated, they\u2019re more likely to stick with your brand. In fact, when a company has stellar customer service, 93% of customers are likely to make another purchase<\/a>.<\/p>\n

<\/div>\n

Your business will learn<\/strong><\/p>\n

Second, closed loop customer feedback gives you an in-depth understanding of the areas in which your company needs to improve (or in which you\u2019re doing great!).<\/p>\n

<\/div>\n

By following up with negative feedback, you can probe further into the issue, getting to the root of problem and gaining a better understanding of customer pain points. From here, you\u2019ll know exactly what needs to change in your CX journey.<\/p>\n

<\/div>\n

On the flipside, following up with positive reviews can tell you precisely what is going well, why it\u2019s great, and how your company is achieving it. You can take this information and try to replicate it in less hot aspects of your processes.<\/p>\n

<\/div>\n

\"\"<\/a><\/p>\n

<\/div>\n

How?<\/h2>\n

Build it<\/strong>
\nFor a functioning closed loop feedback system, you\u2019ll need the following: (1) a way to collect customer feedback, (2) a system that documents the feedback that needs to be responded to, and (3) a method to make sure it\u2019s integrated into your larger CX program<\/a>.<\/p>\n

<\/div>\n

Customer feedback can be collected through various outlets. Phone calls, a suggestion box, in-person conversations, comments online, feedback pages on your website\u2026 the list goes on. Make sure you have collection venues that work for both you and your customers.<\/p>\n

<\/div>\n

Once you have the ability to collect feedback, you\u2019ll need to be able to document it to then sort, respond, and track it. A customer experience management platform like SoGoConnect is the perfect tool to streamline the whole process.<\/p>\n

<\/div>\n

You don\u2019t have to scrap your current CX program. Integrate the closed loop process into what you already have. Already utilizing surveys in your CX program? With tools like Raise a Dialogue, you can tell your system to automatically create a Dialogue within SoGoConnect when one of your surveys in Sogolytics receives a certain response.<\/p>\n

<\/div>\n

Use it<\/strong>
\nWith a program like SoGoConnect, it\u2019s easy to put a closed loop feedback system into action. Below is an example of how you might use SoGoConnect for a closed looped system.<\/p>\n

<\/div>\n

A customer gave you a low NPS<\/a> score on a survey? When Raise a Dialogue is in place, the system will automatically create a Dialogue and your team members will be notified that they need to follow up. Within SoGoConnect, a team member can follow up with the customer, make notes about the Dialogue to other team members, and see the customer\u2019s response. When ready to close the Dialogue, the team member sends a short survey about the customer\u2019s experience.<\/p>\n

<\/div>\n

Looking for an overview of how your CX program is doing? On the dashboard in SoGoConnect, you can see metrics like Dialogue age, overall CX score of the support they\u2019ve received, Dialogue types, and general activity.<\/p>\n

<\/div>\n

Collect, document, respond, and track all in one place with SoGoConnect.<\/p>\n

<\/div>\n

\"\"<\/a><\/p>\n

<\/div>\n

When?<\/h2>\n

The best time to start communicating with your customer was yesterday. The second-best time is now! Don\u2019t wait another day to close the loop and boost your CX.<\/p>\n

<\/div>\n

Who?<\/h2>\n

The experts behind SoGoCX and SoGoConnect can give you the guidance and tools you need to succeed. Reach out to our team<\/a> to learn how we can help you start closing your loop and improving customer experience today!<\/p>\n","protected":false},"excerpt":{"rendered":"

What? Feedback is feedback, right? Well, yes, but what you do with it is what makes it closed loop. Closed loop feedback means that you actually respond to the feedback. You probably already read and analyze customer feedback. Maybe you even take steps to improve the customer journey based on that feedback. It\u2019s time to take your customer service to the next level\u2014by creating a closed loop customer experience. Why? Responding to customer feedback does two things — both of which benefit your business. Your customers like it First, it makes the customer felt heard and validated. This is especially important if the original feedback was negative. Reaching out to close the loop shows that you\u2019re making an effort to remedy their less than pleasant experience. Sincerity and effort are key here. After all, 61% of consumers have switched brands due to bad customer service. Following up with a happy customer\u2019s review has its benefits, too. By responding to them, you\u2019re telling them that you appreciate their loyalty and patronage while creating a personal connection. In fact, just reaching out puts you ahead of the competition. SuperOffice found that “62% of companies do not respond to customer service emails.” Customer retention is the name of the game here. When people feel valued and appreciated, they\u2019re more likely to stick with your brand. In fact, when a company has stellar customer service, 93% of customers are likely to make another purchase. Your business will learn Second, closed loop customer feedback gives […]<\/p>\n","protected":false},"author":51,"featured_media":5035,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[204],"tags":[551,374,176,105,98,351,543,476],"yoast_head":"\nRound Out Your CX Program with Closed Loop Feedback Management - Sogolytics Blog<\/title>\n<meta name=\"description\" content=\"Feel like your CX program is missing something? 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