by Jim Bass | May 7, 2021 | Brand, Closed-Loop, Communication, Customer Experience, Empathy, Leadership, Metrics, NPS, Organization, Relationships, Strategy
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...
by Peter Swaim | Mar 1, 2021 | Communication, Customer Experience, Metrics, NPS, ROI, Strategy
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...
