Complimentary registration now open; supporting white paper available
SALT LAKE CITY (May 1, 2017) — On Thursday, May 4, InMoment will continue its CX best practices series with “Closing the Loop: Inside and Out,” a free educational webinar that provides customer experience practitioners practical guidance on designing and executing a successful closed-loop system that both solves immediate customer concerns, and creates valuable business intelligence to enhance all areas of the enterprise. Details for the webinar follow:
Date: Thursday, May 4
Time: 1 p.m. Eastern Time
Register: Click here
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, SVP of Global Business Development at InMoment, will explore the essential steps in addressing both inner and outer loop issues, including:
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.
Solve Root Cause in “Outer Loops”: Most CX practitioners only address the “inner loop,” or 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.
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.
InMoment™ is a cloud-based customer experience (CX) intelligence platform, arming brands with compelling customer insights to drive high-value business decisions and relationships with both customers and employees. InMoment’s industry-leading analytics power a full suite of Voice of Customer (VoC), Voice of Employee (VoE), Employee Engagement, and Social Reviews & Advocacy products. InMoment also provides strategic guidance, support, and related services to more than 350 brands across 95 countries. For more information, visit http://www.inmoment.com/.