CX Tip #15: Close the Loop Immediately with Detractors

50CXTips6b_65

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

See full list of CX Tips

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.