Responding to customer feedback is critical for an effective voice-of-the-customer (VoC) program, yet far too few companies have a systematic way of doing so, according to Forrester Research. Only 61 ...

Closing the loop on customer feedback is fundamental: if a customer gives feedback about an unresolved issue — especially if you proactively asked for it — you should follow up. It seems like a ...

Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. May 16, 2024, 12:02pm EDT It’s pretty safe to say that most ...

Dom Nicastro, editor in chief at CMSWire, sat down with Deborah Bearden, enterprise customer experience manager at Simmons Bank, to talk shop on all things CX, from closed-loop feedback and associate ...

Today’s consumers are asked to rate their experiences multiple times per day. You can hit a smiley face if the airport bathroom is clean and, if not, a frowny face. You’re encouraged to rate the ...

LOUISVILLE, Colo.--(BUSINESS WIRE)--Alchemer – a global leader in experience management and enterprise feedback technology – today announced the launch of Alchemer Workflow. Alchemer Workflow ...

While most brands “close the loop” on feedback and follow up with customers, they unfortunately may not see a positive financial result afterwards. Learn the 5 most common closed loop mistakes, and ...

Or, keep making the same mistakes. Your call. In control theory, a feedback loop returns an output to a control device in order to provide data to inform future outputs from the control device. This ...