Simply waiting for the feedback to come in isn't enough. How are you engaging your audience, managing feedback, and keeping the conversation going? Online reviews, always-on communication channels, and 24/7 demands -- how proactive is your approach to feedback management?

1. Beyond Surveys:
The Age of Proactive Feedback
Management

2. • Businesses are scrambling to up their
customer experience game.
• Research constantly emphasizes the
importance of great CX to customer
loyalty and growth.
• Customers nowadays demand world-
class experiences.
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3. • Just having a customer experience
strategy in place doesn’t guarantee
business success.
• And don't expect immediate results:
CX is a long-term game.
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• To make the most of your feedback,
get proactive!
• Don’t just focus on the insights you
get, but follow up with customers,
look for the detractors, and keep an
eye on social platforms.

5. • Most customers who have had
negative experiences won’t reach out
to you — they’ll just leave.
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• Value the detractors who tell you
what went wrong and listen to news
and media mentions so you’re always
aware of public perceptions.

7. How Can You Be More Proactive
About Feedback?

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• When customers voice a concern, it’s
because they want you to take
accountability and rectify the error.
• If it's a compliment, simple
acknowledgement may be the
appropriate proactive response.

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• You might be tempted to address every
customer concern, query, and
compliment that comes your way, but
with an avalanche of data coming in, this
seems almost impossible.
• The solution? Create a process.
Set A Process
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• SoGoConnect is a fuss-free solution that not
only flags concerns, but also reroutes them to
the right team members to ensure your
customers aren’t left in the dark.

11. The Advantage Of Getting Proactive

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• Here's a scenario: Your Customer
Satisfaction Score just took a little dip,
but your Net Promoter Score looks
alright.
Connecting with
Detractors

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• You read the reviews and discover that a
customer had a negative experience.
Turns out the website search isn't
adequately indexed, and they can't seem
to locate the products they're looking for.

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• While that’s definitely something that
should be fixed, here’s another thing you
can do: reach out to the customer!
• Sometimes it's not an easy call to make,
but apologize, make amends, and show
that you really care.

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• Get back to those who hype you up. If
people are complimenting you and
saying good things about your brand –
always get back to them!
Reinforcing
Promoters

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• This is an easy way to reinforce your
customer-first attitude and to show them
that they’re valued and not just
appreciated.

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• Being proactive isn’t limited to the
feedback customers leave. Pay attention
to the public sentiment that is being
voiced.
• When you’ve got your ear to the ground,
you’ll hear a lot more than what your
customers are telling you.
Understanding
Public Sentiments

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• Keep your finger on the pulse of popular
sentiment to take quick action on negate
criticism or even promote positive
coverage of your brand!

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• The digital space is extremely active, and
while popular trends are a great
marketing opportunity, they also become
obsolete pretty quickly. Remember the
ice bucket challenge?
Identifying Popular
Trends

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• If you want to leverage the digital
advantage, it’s essential to join in
on relevant popular trends and
practices.

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• Instead of manually sifting through the
latest news and media updates,
SoGoConnect gives you updates that are
curated for you.
• Simply set the parameters and get
started!

22. Want more?
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24. Thank you!