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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About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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