Customer Engagement researchers have always battled the Open Loop—i.e., the difficulty of actually using customer satisfaction survey results to improve company performance. In a recent blog post, we explained how our Customer Engagement solution allows companies to respond to customer feedback in real-time, resolving one of the most frustrating aspects of the Open Loop. We also explored how today’s Enterprise Feedback Management technology can help companies carry out Closed-Loop customer feedback research. In this post, we zoom out to provide a more complete picture of the Closed-Loop feedback process. Along the way, we relate our methods for closing the loop. Finally, we’ll list benefits of Closed-Loop customer feedback systems.

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