CX Tip #15: Close the Loop Immediately with Detractors

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CX Tip #15: Close the Loop Immediately with Detractors
(Customer Connectedness)

VMware has a dedicated Customer Advocacy Team, which is tasked to contact severe detractors within 48 hours of a survey response. This team pulls appropriate members of the account and support teams into the resolution process. The Customer Advocacy Team retains responsibility for ongoing customer communication, monitoring internal progress, and following up with the customer upon conclusion. Click for more info

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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