NPS Blog
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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2 Responses to Let customers know you’re listening to them
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It sounds like the Verizon manager closing the loop with you made you feel like you were being heard, and their actions to adjust your plan showed they cared. These emotions are an important part of the service experience and are invaluable as you say.
Ironically, I recently blogged about my own experience with Verizon where I would have given them a 7 on a 1-10 NPS-style survey (had they bothered to ask me). Here, I also argued that closing the loop with me to dig deeper would have revealed a collection of really strong points and really weak ones that “averaged out” to a neutral score.
Here’s the post:
http://www.toistersolutions.com/blog/2012/9/27/the-hidden-dark-side-of-good-service.html
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