Implementing a closed-loop customer experience program can significantly improve customer satisfaction scores by creating alerts for negative feedback and having employees address customer issues. This improves the customer experience while also providing insights into process improvements. Key aspects of a successful program include setting objectives and metrics, implementing core feedback and resolution processes, gaining employee buy-in, and using a customer feedback and case management system to track issues.
Measure Everything That Results In Client Satisfaction (METRICS) is a methodology created for Ivan Luizio Magalhães as part of the evolution of the Strategic Activity System (SAS) and Value Strategic Management (VSM)
methodologies and integrated with the Intelligence System (evidence-based consulting system), having for base many
techniques as processes improvement, total quality management and the Kano Model.
Join us as we explore the Incident to Problem process flow, how a defined and measurable Problem process can increase not only efficiency but lead IT engagement with your business.
Walking through tangible not just box ticking Incident & Problem improvements and the role these play in ensuring effective, scalable Service Delivery whatever the maturity of the service desk environment.
This Webinar is sponsored by FrontRange: http://www.frontrange.com/
This complete deck is oriented to make sure you do not lag in your presentations. Our creatively crafted slides come with apt research and planning. This exclusive deck with twenty four slides is here to help you to strategize, plan, analyse, or segment the topic with clear understanding and apprehension. Utilize ready to use presentation slides on Incident Management Powerpoint Presentation Slides with all sorts of editable templates, charts and graphs, overviews, analysis templates. It is usable for marking important decisions and covering critical issues. Display and present all possible kinds of underlying nuances, progress factors for an all inclusive presentation for the teams. This presentation deck can be used by all professionals, managers, individuals, internal external teams involved in any company organization.
A workforce management portal provides an
organisation with a fantastic opportunity not only to
engage their employees, but also to reduce admin
tasks such as dealing with requests & reporting.
If you’re considering deploying one, here are 5 top
tips to ensure a successful outcome!
Measure Everything That Results In Client Satisfaction (METRICS) is a methodology created for Ivan Luizio Magalhães as part of the evolution of the Strategic Activity System (SAS) and Value Strategic Management (VSM)
methodologies and integrated with the Intelligence System (evidence-based consulting system), having for base many
techniques as processes improvement, total quality management and the Kano Model.
Join us as we explore the Incident to Problem process flow, how a defined and measurable Problem process can increase not only efficiency but lead IT engagement with your business.
Walking through tangible not just box ticking Incident & Problem improvements and the role these play in ensuring effective, scalable Service Delivery whatever the maturity of the service desk environment.
This Webinar is sponsored by FrontRange: http://www.frontrange.com/
This complete deck is oriented to make sure you do not lag in your presentations. Our creatively crafted slides come with apt research and planning. This exclusive deck with twenty four slides is here to help you to strategize, plan, analyse, or segment the topic with clear understanding and apprehension. Utilize ready to use presentation slides on Incident Management Powerpoint Presentation Slides with all sorts of editable templates, charts and graphs, overviews, analysis templates. It is usable for marking important decisions and covering critical issues. Display and present all possible kinds of underlying nuances, progress factors for an all inclusive presentation for the teams. This presentation deck can be used by all professionals, managers, individuals, internal external teams involved in any company organization.
A workforce management portal provides an
organisation with a fantastic opportunity not only to
engage their employees, but also to reduce admin
tasks such as dealing with requests & reporting.
If you’re considering deploying one, here are 5 top
tips to ensure a successful outcome!
Outsourcing QA & software testing services is cost effective and time saving. Assigning Quality Assurance task to a QA outsourcing company is a benefit for many organizations
Explore the simple steps your organization can take to leverage the full power of CRM. Learn how to develop a CRM Roadmap, increase end-user adoption and tips on how to identify quick wins which deliver immediate results. You will walk away from this webinar with a clear plan on how to optimize your entire CRM process.
A Practical Approach to Incident Management for SaaS/PaaSMichael Weber
Starting with Incident Management for a SaaS/PaaS from scratch is a daunting task---so many choices! This presentation highlights the things to consider, and aims to provide a (hard-won) starting point for a simple process that can be implemented with limited tooling in a couple of days.
Resolve service issues faster and more successfully.
Your Challenge
Service restoration for incidents is too slow.
Incident treatments and attempts at service restorations do not completely resolve the issue.
Service disruptions and outages are prolonged due to an informal and inefficient Incident Management process.
Confusion and mismanagement of critical incidents prolong service impacting outages that dramatically undermine the operational abilities of the organization.
Our Advice
Critical Insight
ITIL’s Incident Management process is not a one-size-fits-all framework.
Adapt your Incident Management roadmap and develop a process that is right for your organization.
A right-sized process, not the most complex process, will allow you to experience the strongest returns.
Impact and Result
Service outages and disruptions will have smaller organizational impact as a result of more targeted and efficient Incident Management.
Develop a strong Incident Management process that will prepare your staff to manage all incidents that could be experienced within IT Infrastructure or Applications.
Agilians SmartWay road map to business agilityTom Boonen
Our SmartWay cloud platform and integrated method allows our customers to achieve Business Agility in a simple manner based on each ones unique situation leveraging agile technologies and practices.
All successful projects share 5 processes as their basis of success. Starting with knowing the needed capabilities, technical and operational requirements that implement those capabilities, the planned work to deliver the requirements, the means of measuring progress to the plan, and the handling of the risks that will be encountered during the project's execution.
Outsourcing QA & software testing services is cost effective and time saving. Assigning Quality Assurance task to a QA outsourcing company is a benefit for many organizations
Explore the simple steps your organization can take to leverage the full power of CRM. Learn how to develop a CRM Roadmap, increase end-user adoption and tips on how to identify quick wins which deliver immediate results. You will walk away from this webinar with a clear plan on how to optimize your entire CRM process.
A Practical Approach to Incident Management for SaaS/PaaSMichael Weber
Starting with Incident Management for a SaaS/PaaS from scratch is a daunting task---so many choices! This presentation highlights the things to consider, and aims to provide a (hard-won) starting point for a simple process that can be implemented with limited tooling in a couple of days.
Resolve service issues faster and more successfully.
Your Challenge
Service restoration for incidents is too slow.
Incident treatments and attempts at service restorations do not completely resolve the issue.
Service disruptions and outages are prolonged due to an informal and inefficient Incident Management process.
Confusion and mismanagement of critical incidents prolong service impacting outages that dramatically undermine the operational abilities of the organization.
Our Advice
Critical Insight
ITIL’s Incident Management process is not a one-size-fits-all framework.
Adapt your Incident Management roadmap and develop a process that is right for your organization.
A right-sized process, not the most complex process, will allow you to experience the strongest returns.
Impact and Result
Service outages and disruptions will have smaller organizational impact as a result of more targeted and efficient Incident Management.
Develop a strong Incident Management process that will prepare your staff to manage all incidents that could be experienced within IT Infrastructure or Applications.
Agilians SmartWay road map to business agilityTom Boonen
Our SmartWay cloud platform and integrated method allows our customers to achieve Business Agility in a simple manner based on each ones unique situation leveraging agile technologies and practices.
All successful projects share 5 processes as their basis of success. Starting with knowing the needed capabilities, technical and operational requirements that implement those capabilities, the planned work to deliver the requirements, the means of measuring progress to the plan, and the handling of the risks that will be encountered during the project's execution.
Collaborate with us!
With a subscription to our software-as-a-service, we will quickly partner with you to put structure into your digital management strategy (the same way we do with ours) and give you the performance governance visibility you need to stop swimming in administration and start building your digital future
OUR PRODUCT - Super easy and fun to use
OUR TEAM - Experts from all areas of business management specialising in leadership, lean, operational excellence (to name a few)
THE PRICE - Very affordable !! (see details attached)
How Morgan Stanley is Using Apps to Transform the WorkplaceDreamforce
Join us to learn how IT can be the hero and help accelerate HR transformations. Learn how to create a seamless experience for employees on the front end, all completely integrated with your core HR systems on the back end. Join us to hear from Morgan Stanley on how they're building and deploying apps to better service, engage, and retain employees. Speakers: Brian Kelly, Morgan Stanley's Executive Director of HR IT and Ashvin Parmar, Capgemini's Business Information Management Principal
Loaded Technologies is a consulting firm that designs and delivers smart solutions to unlock your customer potential, utilising CRM (Customer Relationship Management), Web, Marketing Automation and Business Intelligence software.
Our capabilities: CRM breadth & depth, backed by strategic, operational and technology expertise:
- Business strategy and execution: Top tier management consulting and executive leadership experience.
- Technology depth and breadth: delivering and supporting complex integrations and deployments.
- CRM breadth: 30+ years in total CRM experience
We've partnered with leading CRM (Customer Relationship Management), Web, Marketing Automation, and Business Intelligence software companies, including SugarCRM, HubSpot, Pardot and JasperSoft to bring their products to the Australian market.
DRIVING INCREASES IN MARKETING ROI THROUGH IMPROVED ORGANIZATIONAL SCALABILITY
A fortune 100 financial services marketing team was faced with shrinking budgets and more accountability for their activities. A need for scalability, and needed processes and technology would allow them to increase output and results without increasing staff.
Pinpoint developed an innovative method for dynamically customizing a workflow template that allowed project managers the ability to adapt their project workflows as they entered more attributes into the system. This included resource accountability, management visibility, work prioritization, organizational scalability, and process standardization. The process standardization and task standardization allowed our client to meet business objectives.
Executive Perspectives-Implementing Closed Loop CX Program
1. 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.
By thoroughly analyzing interactions with customers, your
employees can identify trends and process improvements
that can increase customer loyalty, reduce customer churn
and create differentiated customer experiences while
improving operational efficiency. Following a set of best
practices can help your organization achieve these results
from your closed-loop feedback program.
Determine Objectives and Metrics
Start by identifying the areas that are most critical to
your organization’s goals and then determine the metrics
against which the program will be measured. It is critical
to select metrics that will provide a comprehensive view
of the business, similar to a balanced scorecard. Your
business metrics, such as reducing customer churn,
should align with operational metrics, such as the time
from feedback escalation to response to the customer.
The goals and metrics you choose will guide the
implementation of your closed-loop program. As you
determine the goals and metrics, establish benchmarks
before you implement your program so that you will
know the current baseline for each metric. Baseline
metrics are critical to measure improvement and validate
return-on-investment (ROI) goals.
Key Closed-Loop Processes
A core set of processes is integral to implementing a
successful closed-loop feedback program. The core
closed-loop process is at the top of your process hierarchy.
The key steps in this process are:
• Capture feedback
• Trigger alerts
• Assign, prioritize and track feedback alerts
• Analyze problem
• Resolve problem
• Communicate with the customer
• Identify trends and process improvements
Analysis, resolution and customer communication is a
sub-process within itself. Sometimes additional information
is needed from the customer to correctly understand
and resolve the issue. Depending on the number and
complexity of underlying problems, customer interaction
may be an iterative process until resolution.
Best Practices for Implementing
a Closed-Loop CX Program
Executive Perspectives