Let customers know you’re listening to them
Closing the loop is a central element of the Net Promoter system that Rob and I describe in our book. It signals to customers that their feedback actually produces results and brings that customer’s voice right inside the organization and allows employees to see and hear how they are creating or destroying loyalty—and what they can do to improve matters.
In my latest LinkedIn post, I recount how Verizon Wireless made me a happier customer by listening and reacting to my feedback, and addressing my frustrations.
Read the post here: Customer Surveys Do Nothing Unless You Do Something
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