In today’s world of surveys and Net Promoter Systems, the terms “closing the loop” or “closed-loop process” have become common in many organizations. There are roles responsible for closed-loop programs and closing the loop with customers. There can be an...
Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. The issue at hand was the...
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