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CLOSEDLOOP
ALETING
Today's companies may employ closedloop
alerting (CLA) to identify and manage
dissatisfied customers. But CLA practices
vary widely. Where does your business fall
on the CLA maturity scale?
Phase 4: InnovateThe most mature CLA programs use
both verbatim and survey feedback to spot
atrisk customers. They set goals, monitor
performance closely, and take prompt action
on all negative alerts.
Phase 3: EmpowerThese companies have systematized use of
triggered alerts, with all customerfacing
groups having an established alert process.
Frontline managers usually handle followups
and resolutions.
Phase 2: ActAt this stage, companies follow up with some
customers who leave poor feedback on
closedended survey questions. However,
followup is inconsistent, with different groups
using different processes.
Phase 1: InitiateThese companies have implemented post
interaction surveys. However, followup with
dissatisfied customers is limited or non
existent.
Want to know more?Visit us at
eTouchPoint.com
The Four Phases of
Maturity
eTouchPoint collects, processes, and reports
millions of customer satisfaction, voiceofthe
customer, and postinteraction employee feedback
surveys, verbatims, and data points per month for
its Fortune 500 clients. Contact us for a demo of
our eTouchPoint customer experience
management platform.
