Closing the Customer Feedback Loop

Many companies collect feedback from customers – then, unfortunately, do nothing. They conduct surveys, stage focus groups, monitor complaints then merely report the information to local managers. That wastes time and resources. When I work with companies to enhance customer retention, I often introduce the process of Customer Service Team (CAST) Meetings ©. At these on-going regularly scheduled sessions, managers and employees exchange customer feedback and then formulate plans to prevent problems from reoccurring. The CAST Meetings keep employees focused on the truth that customer satisfaction is not a survey or one-day event – it’s an ongoing process that keeps you in business.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit    www.JeffMowatt.com

 

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