The 4 Phases of Closed Loop Alerting Maturity

The Four Phases of CLOSED LOOP ALETING Maturity Today's companies may employ closed-loop 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: Innovate The most mature CLA programs use both verbatim and survey feedback to spot at-risk customers. They set goals, monitor performance closely, and take prompt action on all negative alerts. Phase 3: Empower These companies have systematized use of triggered alerts, with all customer-facing groups having an established alert process. Front-line managers usually handle follow-ups and resolutions. Phase 2: Act At this stage, companies follow up with some customers who leave poor feedback on closed-ended survey questions. However, follow-up is inconsistent, with different groups using different processes. Phase 1: Initiate These companies have implemented post- interaction surveys. However, follow-up with dissatisfied customers is limited or non- existent. eTouchPoint O Optimizing the Customer Experience eTouchPoint collects, processes, and reports millions of customer satisfaction, voice-of-the- customer, and post-interaction employee feedback surveys, verbatims, and data points per month for Want to know more? Visit us at its Fortune 500 clients. Contact us for a demo of eTouchPoint.com our eTouchPoint customer experience management platform.