Best Practices for Implementing a Closed-Loop CX Program

Implementing a closed-loop customer experience (CX) program in your organization can have a profound effect on Net Promoter Score® (NPS) and customer satisfaction (CSAT) scores. The key to this is creating alerts based on constructive and negative feedback from your customers. These alerts then go to employees who can close the loop by providing assistance to these customers. One benefit is that your customers have their challenges quickly addressed by authorized employees. But, this type of customer feedback can have additional benefits for your organization.