You're reading from Working with Microsoft Forms and Customer Voice Efficiently gather and manage customer feedback, insights, and experiences

Product type Paperback

Published in Jun 2021

Publisher Packt

ISBN-13 9781801070171

Length 336 pages

Edition 1st Edition

Tools

Dynamics 365

Concepts

Business Management

Author (1):

Welly Lee

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Table of Contents (16) Chapters

Preface

1. Section 1: Working with Microsoft Forms and Customer Voice

2. Chapter 1: Introducing Microsoft Forms and Customer Voice FREE CHAPTER

3. Chapter 2: Best Practices for Collecting Feedback through Surveys

4. Chapter 3: Creating a Survey with Microsoft Forms

5. Section 2: Implementing Common Feedback Solutions with Microsoft Forms and Dynamics 365 Customer Voice

6. Chapter 4: Conducting a More Productive Meeting with Microsoft Forms and Microsoft Teams

7. Chapter 5: Post-Training Assessment and Feedback

8. Chapter 6: Conducting an Employee Survey with Dynamics 365 Customer Voice

9. Chapter 7: Collecting Periodic Customer Feedback with Customer Voice

10. Chapter 8: Automating Customer Support Surveys with Dynamics 365 Customer Voice

11. Chapter 9: Closing a Feedback Loop with Customer Voice

12. Section 3: Administering Microsoft Forms and Dynamics 365 Customer Voice

13. Chapter 10: Administering Microsoft Forms and Dynamics 365 Customer Voice

14. Chapter 11: Managing Usage with Dynamics 365 Customer Voice

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Chapter 9: Closing a Feedback Loop with Customer Voice

Closing a feedback loop is an important step in customer feedback management. If you have an unhappy customer, you must get back to the customer promptly, otherwise you risk losing your customer.

One of our auto manufacturer customers sends a survey after their customer picks up a new car. If the customer gives a poor NPS score, an alert is automatically generated to the dealer manager where the car was purchased so that the manager can follow up with the customer to resolve the issue. Another organization I worked with operates restaurants in Europe. They include a QR code on the dining table where customers can provide feedback. If a customer is not happy with their experience, they are provided with the restaurant manager's contact information so that they can speak with the manager in real time.

In this chapter, we are going to show how to implement follow-up actions as in the preceding examples with Customer Voice...