Each interaction with the customer in any of the communication channels requires a homogeneous response from the company. designed often neglect the conversation with the client. All those entities that wish to offer an excellent customer experience and increase the loyalty of their customers have to maintain a continuous dialogue with them. What is close the loop “close the loop” is the process by which organizations listen to and respond to customers in their interactions since each one has the promise of conversation associated in the consumer's mind.
Therefore it requires not only collecting the answers but also learning from them and acting accordingly. In the case of the spanish market as shown by the national study on the level of “operationalization” of the customer experience prepared by deloitte digital in Digital Marketing Service collaboration with the dec association of companies have implemented a close of loop and are working on it. At first this program might seem to be aimed primarily at dissatisfied customers. It is the first step. Of companies that carry out close de loop do so on customers who have raised their complaints proactively in a complaint or through feedback from a survey.
However some companies go there and try to show their appreciation to satisfied customers which usually generates the “wow” effect. The team chosen to carry out the close the loop process is made up of the so called “cloopers” professionals who come from different areas call center front line customers etc. Of the companies. In an ideal environment the deloitte and dec report indicates the goal is to ensure that any member of the workforce is capable of doing this work. However in spain it is far from reality. In companies in our country are specialized teams for this inside or outside the call center.
發表於 2023-12-4 13:22:31
