Closing the Loop, Inside and Out: Three Secrets to Customer Experience Success

Successfully "closing the loop" on customer feedback is one of the most basic — and essential — components for great customer experience (CX). In fact, CustomerThink research finds leading brands are 2.5 times more effective at translating feedback into action, making it one of the most significant differentiators in customer-centric success.

Unfortunately, most brands only take an elementary approach to this important process, leaving customers wanting and employees frustrated. Result: missing huge opportunities for real cost savings and revenue growth.

In this webinar, Erich Dietz, Senior VP of Worldwide Alliance Partners at InMoment, will reveal the top three secrets to closing the loop effectively:

1. Go Beyond Triage
   Many brands treat closing the loop as a kind of triage process, slapping on bandages to solve an immediate problem and then moving onto the next patient/customer. But that's only the first step. Learn how to identify and harness the many opportunities inherent in managing and solving individual customer cases, transforming problems into goldmines.
2. Solve Root Cause in “Outer Loops”
   Most CX practitioners only address the "inner loop," the immediate concern that needs to be addressed. While finding ways to do that consistently is table stakes, unless you identify and solve for the root cause in those "outer loops" of our business, you'll never make progress, and can even damage customer relationships beyond repair.
3. Engage Employees
   Tapping into the wisdom and proximity of your employees in closing the inner and outer loops is the quickest and most effective way to boost both customer loyalty and employee engagement. Bringing those closest to your customers into the "loops" as co-problem solvers and co-creators of a better brand experience benefits everyone involved — and your bottom line.

About the Speaker

Erich Dietz, Senior Vice President of Worldwide Alliance Partners.
Erich Dietz has 20 years of executive experience spanning consulting, business development, and solutions architecture. Erich joined InMoment in 2003 and now leads the organization’s efforts related to attracting, supporting, and enabling the world’s leading consultancies, systems integrators, technology providers, and an array of other complementary technology and service providers. All of his efforts are keenly focused on enhancing end-client’s critical business measures including; revenue generation, operational efficiency, cross-channel service alignment, customer retention, base management, loyalty, and brand advocacy. He is an Adjunct Professor and Board Member for Rutgers CX Master’s Certificate Program and a designated CXPA Expert and regular contributor.

About the Sponsor

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