loyalty that exists between a provider and a consumer. Instant feedback Many outfits have implemented feedback loops that allow them to capture feedback at point of experience. For example, National Express in the UK has invited passengers to send text messages while riding the bus. This has been shown to be useful, as it allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next time. See also Automated attendant Customer experience management Customer relationship management Customer satisfaction Customer service representative Customer service training Demand chain Interactive voice response Live support software Privacy policy Professional services automation Public Services Sales Sales process engineering Sales territory Service climate Service system Social skills Support automation Technical support Help desk software References Computer telephony integration Services marketing Telephony