We’ve all been there. We’ve completed a survey because we had a bad experience, provided candid feedback because we felt we just needed to be heard, and then crickets…we heard nothing. I think that’s in some unofficial survey handbook somewhere that it is an absolute no, no. How do you expect your customers to remain loyal to your brand, provide repeat business and advocate for you if you can’t reach out to them after they have told you exactly how they feel?
There’s actually an easy way to solve that common dilemma -- simply by closing the loop. Commonly referred to as closed loop workflows or workflow automation, you can generate tasks for users who manage customer feedback and respond in real-time, so customers receive an immediate response based on negative (or positive) feedback.
While the concept isn’t necessarily new, it certainly enhances the overall customer experience to show them they have been heard and their concerns have been addressed. With measures put in place to address feedback head-on, and in real-time, you’re much more likely to turn a negative experience into a positive one.
Learn more about Inquisium’s closed loop workflow solutions. Have anything to add to this post? Leave your comments below.
Written by Amy Brennan