Use Customer Insights To Close Four Loops

August 15, 2016 3 Comments

Companies that have voice of the customer (VoC) programs (including NPS) often put in place a closed-loop process. Those efforts often focus on closing a single loop, immediately responding to a customer after they respond to a survey. But this represents only one of four loops that companies need to close.

In the report, Make Your VoC Action-Oriented, we introduced the concept of four closed loops.

1608_FourActionLoopsHere’s an example of the four loops for a restaurant chain:

  • Immediate Response. Reach out to a restaurant customer who responded on a survey that the bathroom was dirty and help take care of her ongoing concerns.
  • Corrective Action. Get the manager or employee to clean the bathroom in that restaurant.
  • Continuous Improvement. Create new process for restaurants to check and clean bathrooms on a regular basis.
  • Strategic Change. As part of new restaurant formats, design bathrooms so that they don’t require as much time from employees to keep them clean.

The bottom line: Make sure to build out four closed loops.

Filed under CCXP2 Voice of the Customer, Customer Insight, and Understanding, Customer Connectedness, Customer experience, Net Promoter, Voice of the customer

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.

3 Responses to Use Customer Insights To Close Four Loops

  1. Beth Tanner says:
    August 19, 2016 at 9:41 am

    Bruce, this infographic is becoming a new favorite in our office – really gets to the heart of the ‘layers’ of CX! Thanks!

    Reply
  2. gvangemerden says:
    August 20, 2016 at 3:11 am

    So simple to draw, but a hell to implement. Nice insight. Great to see how you use the Service Management principles from ITIL in your customer experience.

    Reply

Leave a Reply