1.2 KiB
1.2 KiB
name, description
| name | description |
|---|---|
| closed-loop-playbook | Governance system for routing VoC insights to owners and tracking follow-through. |
Closed-Loop Playbook Skill
When to Use
- After synthesizing VoC insights that require cross-functional action.
- During QBRs or ELT reviews to show status of customer commitments.
- Whenever audit trails are required for compliance or customer councils.
Framework
- Intake – capture insight ID, driver, severity, customer(s), and evidence link.
- Routing – assign accountable owner, supporting squad, and due date.
- Action Plan – define mitigation plan, success criteria, and measurement method.
- Communication – schedule updates to customers, exec sponsors, and internal stakeholders.
- Retrospective – log outcomes, lessons, and whether additional listening is needed.
Templates
- Action register (spreadsheet/Notion/Jira) with status automation.
- Customer commitment digest template for AM/CS teams.
- SLA matrix by issue severity and customer tier.
Tips
- Integrate with ticketing/project systems to avoid duplicate tracking.
- Highlight blockers early; exec sponsors can unblock resources fast.
- Close the loop with customers even when timelines slip—transparency builds trust.