After gathering and analyzing survey data, what should you do next? To tie up loose ends with your customers, it is crucial to have an effective, well-organized, and transparent closed-loop feedback system. The customer will be waiting for your organization to acknowledge them or provide an update.
Customers must ultimately feel heard and understood. It is discouraging when customers take the time to respond to your surveys and offer you feedback but do not observe any notable change or follow-up. This can result in disloyal customers who will eventually select a competitor over you.
By closing the loop, you may prove to customers that you value their feedback and have heard it. Closing the loop, as used in customer experience (CX), refers to a response to customer feedback that addresses a concern or offers a solution to improve customer sentiment. It involves following up and concluding the conversation with a customer, or employee.
Therefore, it is crucial to comprehend closed-loop feedback, and its significance, and here’s why it is essential to design your close-looping feedback system.
- Increase Customer Retention:
What you do when customer feedback impacts more than you might realize. Asking for feedback creates the expectation that you will respond to it. Organizations run the risk of permanently losing a customer when they allow feedback to slip through the cracks. According to a PWC survey, 32% of customers would stop using a brand they otherwise adored after just one negative experience.
There are several reasons why customers can decide to stop using your product or service, which is known as customer churn. But, if the cause is a bad customer experience, you have a great chance to mend the connection by soliciting feedback from unhappy customers.
Therefore, close the loop with your customer by responding directly to their email or giving them a call and assuring them that their feedback will be considered for further service or product enhancements. This helps in solving the problem at the point of origin, gives the consumer a sense of being heard, and offers insightful information to enhance the entire customer experience and eventually lower customer churn.
- Enhanced Revenue:
From the ground up, closed-loop consumer feedback enhances the customer experience. Customers are more likely to talk highly of your brand and promote it to others when they feel appreciated and when their opinions are valued.
Even though other retailers may offer the same good or service, buyers will tend to favour the business that offers the finest customer service, has the proof to back it up, and is even ready to charge more for it.
Client experience is what sets your company out in a competitive industry and can boost sales.
The following strategies listed below can be used when closing the customer feedback loop.
1. Follow up immediately (ideally within 24 hours):
Customers tend to see businesses more favourably when they receive a response fast to their requests or feedback. One strategy to close the feedback loop and reduce dissatisfaction is to swiftly follow up with customers when they express an issue or concern. Customers who report a neutral or bad experience ought to be put in touch with a customer support agent soon.
As was already noted, integrating and automating customer feedback with your team's communication tools can help to make sure that all critical feedback is swiftly forwarded to the appropriate teams for redressal.
2. Monitor recurring issues in real time:
Customers are unlikely to continue connecting with your brand if they consistently run across the same issue with your website or app. Using a customer experience management platform to keep track of customer feedback might help you identify larger problems and address them quickly.
Merely addressing the surface-level issues raised by the feedback can equate to applying a bandage to a much bigger problem or result in short-term changes that are detrimental to long-term progress. To implement these larger-scale improvements, identify the underlying causes and fill in the gaps. Asking "Why?" is the first step in performing a root cause analysis. A few times to truly comprehend the root of your customers' worries, especially those of your detractors.
3. Convert passives and detractors into promoters:
Passives and detractors frequently provide the most critical information about pain points along the customer journey. The best chance of converting passive and detractor consumers into promoters is for businesses to hear what they have to say, make them feel heard, and do everything in their power to fix the problem.
Close the customer feedback loop right away:
Without taking any action, insights are simply words and figures. It's crucial to establish a productive closed-loop feedback process to immediately respond to your customers and implement change after discovering new data insights.
Use the surveys to get information from customers that will help you plan your company's course and identify any areas that need to be improved to provide the best possible customer experience. With Zykrr, get client feedback at the ideal moment and location to enhance your CX journey.