Bentonville, Arkansas based CuriosityCX today unveiled its revolutionary new competitive offering Quintuple Closed Loop™. This new technique for identifying and resolving customer problems fundamentally changes the way CX is done in the industry.
“You know some people talk about their “close loop system” or even “double closed loop” they’re fine if you are into average, but they really don’t get the job done anymore” said Curiosity’s CEO Dave Fish.
“Your typical Silicon Valley or Silicon Slopes tech company would have said ‘hey, let’s take an agile approach and iterate our way to a triple closed product on our product roadmap.’ Not us. We said ‘F- it’ and just skipped triple and quadruple offerings and went straight to Quintuple” said Fish.
Double Close Loop is so 2018
In a normal closed loop process customer are contacted after a transaction to ensure everything went smoothly. If they didn’t then a ‘hot alert’ is opened and the organization attempts to resolve the issue. In a normal “double closed” loop scenario the issue is then validated by third party as being resolved, thus the ‘double’ in the double closed loop.
But do you really know that problem is resolved?
With Quintuple Closed Loop™ customers are hounded for months on end by agents hopped up on discount energy drinks and diet pills who contact customers at least five different times after the transaction. This ensures the problem is unequivocally addressed.
“We check in and then check again. Then we check in again and then one more time. And for good measure to really ensure things are to the customers satisfaction we recommend that fifth check in. Without that 5th check-in your CX program really isn’t world class”, explains Curiosity’s Chief Experience Officer Kate Barker.
Public Reaction
“They really just won’t let me alone,” commented customer Hugh Ecclestein of Youngstown, Ohio. “I mean I just bought a fishing lure at the local hardware store and made an off-handed comment that I wished I bought it and in blue rather than green. Now they just keep calling and emailing me” McMurphy said in a recent interview.
“It is apparent to me that they really really care [about my complete satisfaction]” noted McMurphy and then added “can I go now?”
What’s Next
Quintuple Closed Loop™ is just one of many future innovations being incubated in the CX labs at Curiosity’s state of the art facility in Bentonville. “I think we can really push this to something much bigger in the future, who knows where it will take us” noted Fish. CuriosityCX plans to introduce additional fictitious products and features every April 1st in the future.
