Digital Efficiency Consulting Group – Resources
Small improvements create real change.
You can build a feedback flywheel in 30 days with one metric, one moment of truth, and one weekly review. This post gives a week-by-week plan, a minimum viable tool stack, clear roles, and what to measure each week. Start small, stay consistent, and scale only after you can close the loop.
Customers remember action, not questionnaires. This post breaks down closed-loop feedback into individual and systemic loops, offers practical response SLAs, and gives a reusable ‘You said, we did’ message. The result is faster trust-building and fewer repeat complaints.
Better feedback is not more feedback. This post shows how to design two-question pulses, choose moments of truth, and sample across the journey without annoying customers. You’ll also get a simple close-the-loop process and copy-paste follow-up messaging.
Feedback becomes powerful when it’s connected to math: hours saved, revenue protected, churn avoided. This post gives a simple ROI worksheet, a prioritization method, and the ‘measure after you ship’ checklist. The goal is fewer ‘soft’ conversations and more funded improvements.
NPS, CSAT, and CES are useful when you stop treating them like competing religions. This post explains what each metric is good for, how to pair it with verbatims, and how to keep the system lightweight. You’ll get templates, a tagging cheat sheet, and a simple review cadence.
You’ve collected your customer feedback — great! But now what?
Too many companies treat surveys as a one-way street. They gather responses, check a box, and move on. The real transformation happens when feedback becomes part of your daily culture — visible, celebrated, and actionable.
We’ve talked about why you should go after customer feedback — now let’s focus on how to do it well. Because simply sending out a survey isn’t enough. The design, timing, and integration matter.
So if you’re waiting for feedback to come in naturally, you’re hearing from only a tiny fraction of your customers — and likely missing the larger signal.
Are you simply providing a service to your customers — or are you creating an experience that makes them feel heard, appreciated, and valued?
Today’s customers expect more than just a transaction. In fact, 86% of buyers are willing to pay more for a better customer experience (according to PwC). And yet, many companies still focus on operations, metrics, and quarterly goals… rather than the feeling they leave their customers with.