Must-have alerts in your loop closure toolbox<\/span><\/span><\/h3>\n[\/vc_column_text][vc_column_text]Score Alert<\/em><\/strong> \u2013 the most common close loop action alert. When a customer selects a low rating on the NPS, CSAT or OSAT survey question, this would create an alert for an employee to follow-up with the customer regarding their experience with the brand. As brands mature their close loop strategy, they begin to trigger for passives and promoters (NPS segments) to enrich the customer relationships, ask for referrals or cross-sell additional products or services.<\/p>\nTopic Alert<\/em><\/strong> \u2013 When a customer provides feedback in an open comment box, brands need the capability to route and empower the correct department functions to close the loop with the customer. For example, a customer might have had a great in-store experience with the brand and selected a 9 or 10 on the NPS scale, but provided feedback in the improvement section on product quality. In this example, the score alert would not be triggered, but the brand misses a prime opportunity to connect with the customer. Additional common topic alerts would be charges, fees, inventory, delivery and shipping, future product interests, and purchase intent.<\/p>\nRisk Alert<\/em><\/strong> \u2013 This alert is the most mature of all alerts. Essentially, brands should aspire to understand the entire customer journey leveraging all customer data (feedback \u2013 solicited and unsolicited, transactional and behavioral) to build a risk profile to predict future churn as an example in order to proactively recover and build the relationship prior to the customer churning versus being reactive after the customer has churned.[\/vc_column_text][vc_column_text css=”.vc_custom_1660760134899{margin-top: 50px !important;margin-bottom: 50px !important;}”]<\/p>\nFrom a design perspective, how should we be thinking about the inner and outer loop to maximize efficiency?<\/strong><\/h3>\n[\/vc_column_text][vc_column_text]Teams should be designing systems to enable the inner and outer loop to act at scale and in an agile approach. Too often, brands will design for the inner loop and fail to design for frontline employee coaching and operational process improvement. Thus, the customer relationship may get resolved, but due to a lack of operational process improvement, thousands of other customers are impacted creating a never-ending cycle.<\/p>\n
Below is an example design of a high-functioning inner and outer loop system. In this example, the brand leveraged their experience technology to automate the different alert types to the appropriate teams to take action closing the outer loop.[\/vc_column_text][vc_column_text css=”.vc_custom_1663079165926{padding-top: 5% !important;padding-bottom: 5% !important;}”]<\/p>\n
Inner & outer loop action design example<\/span><\/span><\/strong><\/h4>\n[\/vc_column_text][vc_single_image image=”4907″ img_size=”full” alignment=”center” qode_css_animation=””][vc_column_text css=”.vc_custom_1661975326167{margin-top: 50px !important;margin-bottom: 50px !important;}”]<\/p>\n
Which<\/span> key team players <\/span>should be involved in the close<\/span>d-<\/span>loop system?<\/span><\/span>\u00a0<\/span><\/h3>\n[\/vc_column_text][vc_column_text]The inner and outer loop system involves both transactional and relationship driven loops. Each key team player will have responsibility across the loops to directly close the loop with customers and cross-functionally work in teams to improve processes and innovation.[\/vc_column_text][vc_column_text css=”.vc_custom_1663079172954{padding-top: 5% !important;padding-bottom: 5% !important;}”]<\/p>\n