In this session, the Salesforce events team will walk us through their integrated feedback program and tell us how it is shaping their global events. We'll see everything from their in-app survey distribution to their Salesforce dashboards, and get a peek into what’s next on their survey roadmap. You will walk away with ideas for your own integrated feedback program.

1. How Salesforce Fuels their Events with Feedback

2. Nicole Teixeira
Director
Product Marketing
Maura Rivera
Associate Manager
Event Marketing & Technology

3. Now more than ever, you need to listen to your customers

4. Traditional survey tools don’t work

5. What if you could bring feedback to life in Salesforce?

6. Beautiful, branded surveys that look great on every device
240
Increase in
Response Rates
%

7. Listen to customers on their preferred channel

8. Surface data right inside of Salesforce

9. Monitor key metrics
with reports and
dashboards

10. Alert stakeholders of critical feedback
From: GetFeedback NPS Program
To: Desiree Jones, Customer Success Manager
Subject: Alert! Gold customer submitted negative feedback.
Sent with
Source: Service America
66%
more likely to
re-purchase if
complaints are
quickly addressed

11. Every interaction is a chance to collect feedback
Prospect
visits website
Customer makes
a purchase
Customer chats
with support
Customer
upgrades account
Customer
attends an event

12. Every interaction is a chance to collect feedback
Prospect
visits website
Customer makes
a purchase
Customer chats
with support
Customer
upgrades account
Customer
attends an event

13. Salesforce fuels the largest
software conferences in the
world with attendee feedback

14. Bigger and better
Our events are only as good as the feedback we receive

15. We hear you!
We’re reimagining how we listen to our attendees

16. Surveying them during and after our events
During Event
Session feedback
Speaker feedback
Keynote feedback
Post Event
Overall event feedback

17. Mobile-first surveys increase engagement
97%
survey completion
rate this week!

18. Automating the process gives us real-time feedback

19. Attendee feedback is shaping our events
Spokespeople
Speaker scores visible to
entire company
Speakers develop
professionally
Messaging
Keynote feedback compiled in
dashboards
Messaging team shifts narrative
Content
Segment feedback from
different audiences
Build out targeted content

20. Our content mix has evolved
Customer feedback has led to more theater sessions and shorter sessions

21. We’re surfacing feedback to our entire organization

22. We’re surfacing feedback to our entire organization

23. So what’s next?
So what’s next?
● Unpaid events
● New features
● More data in Salesforce