Who Uses ItMatrixed organizations where ownership of the customer is not clear (Telecommunications)

Real Life ExampleA communications company has a Cx Intelligenceunit with 12 employees. These employees manageAlerts for 2300 call center and field employees,closing just under 50,000 alerts per month.

would it work for you?

if functional, alert sent to Cx Intel Unit

Action Alerts are sorted by topics - functional aspects of the alert (customer issues, billing, etc.) will be directed to a central group.

The emotional aspects of the alert (low engagement, improvements) will be sent to the person who owns that customer relationship

would it work for you?

Individual Action Alerts are directed to the operator closest to the customer to close-the-loop

Are you a location-based business?

Would operators view this as unwanted additional work or a valuable opportunityto strengthen customer relationships?

Do you have the internal or externalsupport to make follow-ups as easy as possible?

would it work for you?

alert activated bycustomer feedback

!alert returns to regional center

to closing-the-loop3 Approaches

on Customer Feedback

Ran insightgraphic by

PeopleMetrics Voice of the Customer (VoC) software is designed to make it easy for clients to close-the-loop on individual pieces of customer feedback. Looking across our clients we found three approaches for determining who is the best person to close-the-loop.

Cx Intel Unit

Closing the loop isn’t one size fits allThe path you take depends on the unique structure of your company

www.peoplemetrics.comLearn more

CX Intelligence unit

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hybrid

Operator ownership

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All Action Alerts are directed through a central Cx Intelligence Unit responsible for closing-the-loop

if emotional, alert is returned regionally

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How it works

Who Uses ItMulti Location-B2C (Hotels, Restaurants)Sales Rep Orgs (Banks)Professional Services (Accounting Firms)

Real Life ExampleA restaurant chain has 8 locations with a General Manager (operator) at each one responsible for closing Alerts. One operatormanages about 48 customer facing employees.As a group they close 2100 Alerts per month.

How it works

Who Uses ItWholesale distributorsSales orgs selling complex products

Real Life ExampleA B2B supply company has 31 managersresponsible for closing about 23 functional Alertsper day. The additional 420 Alerts per day are directed to the appropriate department for follow-up action.

How it works

alert activated bycustomer feedback

alert activated bycustomer feedback

Would your Alert volume be high enoughto justify building this team?

Can you make the business case forshifting team members? New hires? Additional training on new processes?

Do you have a plan for how you will sharecustomer feedback outside of the CxIntelligence Unit?

Is the owner of the customer relationship comfortable with other team memberscontacting the customer?

Have you clearly assigned responsibility for who will follow-up with what?

Do you have a CRM system or shared viewinto who is following-up with the customer?