Closing the Customer Feedback Loop - Harvard Business Review
Closing the Customer Feedback Loop - Harvard Business Review: "A Five-Point Customer Feedback Checklist"
1. Have you reached a consensus on your business’s five most critical “moments of truth” with customers?
2. Do employees and managers get customer feedback routinely, on a daily or weekly basis?
3. Do you let customers know the impact their feedback had on improving your processes?
4. Do you know what percentage of detractors your operations now convert into promoters through service recovery processes?
5. Can you put a dollar value on turning a detractor into a promoter?
1. Have you reached a consensus on your business’s five most critical “moments of truth” with customers?
2. Do employees and managers get customer feedback routinely, on a daily or weekly basis?
3. Do you let customers know the impact their feedback had on improving your processes?
4. Do you know what percentage of detractors your operations now convert into promoters through service recovery processes?
5. Can you put a dollar value on turning a detractor into a promoter?
Labels: CRM
posted by Albert van Grondelle at 2:33 PM
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