Importance of closing the loop on customer feedback

Feedback is central to building customer centricity in your organization. By sharing customer feedback with all departments and internal stakeholders you resolve issues with a. unified voice.

n a true customer-centric organisation, all departments and the leadership teams have customer service at their heart. By sharing the feedback collected with all stakeholders and departments you can: Identify patterns and track the progress of customer experience against commercial targets Build better responses and complaint management processes by understanding customer behaviour – their drivers and the pain points Leverage the insights to train customer service agents and teams, thus ensuring they are well-prepared to manage future conversations. You can also use the insights to set customer service goals at an agent and organization level. Increase customer loyalty through “listening” and predicting customer behaviour