To close the loop is not only to let customers know that you have heard their feedback but also to bring the customer's voice right inside the organization. Employees get a direct line to the people they are serving. They see and hear how they are creating or destroying loyalty and what they can do to improve the customer experience. 

In this short episode, Rob Markey explains why this step is a central element of the Net Promoter System.

Learn more: Closing the Loop