{"id":49704,"date":"2021-03-26T13:56:58","date_gmt":"2021-03-26T17:56:58","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=49704"},"modified":"2021-03-26T22:34:09","modified_gmt":"2021-03-27T02:34:09","slug":"beyond-surveys-the-age-of-proactive-feedback-management","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/beyond-surveys-the-age-of-proactive-feedback-management\/","title":{"rendered":"Beyond Surveys: The Age of Proactive Feedback Management"},"content":{"rendered":"

Businesses are scrambling to up their customer experience game. Research constantly emphasizes the importance of great CX to customer loyalty and growth.<\/p>\n

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Today, customers don\u2019t just expect but demand an experience that is comparable to the best brands across the world. In other words, businesses aren’t just competing with others in their segment but with the biggest names all around!<\/p>\n

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It\u2019s no wonder that customer experience<\/a> is integral to planning your next move. But just having a strategy in place doesn\u2019t guarantee results, especially not immediately. This is mainly because, for one thing \u2013 customer experience is a long-term game. You can\u2019t expect to see results overnight anyway. For another \u2013 there is still a key element you\u2019re missing out on.<\/p>\n

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Sending out surveys and monitoring key metrics isn\u2019t all you need to do. What else, you wonder? Get proactive in your feedback! Don’t just factor in the insights you get, but follow up with customers, look for the detractors, and keep an eye on the social domains.<\/p>\n

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Most customers who have had negative experiences won\u2019t reach out to you —\u00a0they\u2019ll just leave<\/a>. So, value the detractors that do tell you what went wrong, and listen to news and media mentions so you\u2019re always aware of public perceptions. Understanding these in time can make the difference between a business that adapts and one that can\u2019t keep up.<\/p>\n

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\"\"<\/p>\n

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How can you be more proactive about feedback?<\/h2>\n

Feedback isn\u2019t just an opportunity to improve but an opportunity to show customers that you care. When customers voice a concern, it\u2019s because they want you to take accountability and rectify the error (or simply acknowledge the compliment).<\/p>\n

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Want to keep them truly engaged and increase loyalty? Get proactive with all the data coming your way, whether it\u2019s customer reviews, news mentions, or even feedback surveys.<\/p>\n

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Set a Process<\/strong><\/p>\n

You might want to address every customer concern, query, and compliment that comes your way, but with the avalanche of data coming down, this seems almost impossible.<\/p>\n

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There is a simple solution to that \u2013 create a process. At Sogolytics, we understand the importance of feedback and data management, and we know just how overwhelming it can be.<\/p>\n

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That\u2019s why SoGoConnect<\/a> gives you a fuss-free solution to not only flag concerns but also reroute them to the right team members and ensure your customers aren\u2019t left in the dark.<\/p>\n

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After all, if you want something done right, don\u2019t do it yourself. Automate, delegate, and proceed!<\/p>\n

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The Advantage of Getting Proactive<\/h2>\n

Connecting with Detractors<\/strong><\/p>\n

Your Customer Satisfaction Score just took a little dip, but your Net Promoter Score looks alright. You look into reviews and notice that a customer has had a bad experience \u2013 the website search isn\u2019t well indexed and they can\u2019t seem to find the products they are looking for.<\/p>\n

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While that\u2019s definitely something you need fixed on priority, here\u2019s another thing you can do \u2013 reach out to the customer! Apologize, make amends, and show that you really care. Customers reach out because they want to interact with you.<\/p>\n

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Reinforcing Promoters<\/strong><\/p>\n

Get back to those who hype you up. If people are complimenting you and saying good things about your brand \u2013 always get back to them!<\/p>\n

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This is an easy way to reinforce your customer-first attitude and show them that they\u2019re valued and not just appreciated.<\/p>\n

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\"\"<\/p>\n

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Understanding Public Sentiments<\/strong><\/p>\n

Being proactive isn\u2019t limited to the feedback customers leave but also to the public sentiment that is being voiced.<\/p>\n

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When you\u2019ve got your ear to the ground, you\u2019ll hear a lot more than what your customers are telling you. That\u2019s why SoGoConnect doesn\u2019t just help you raise a dialogue<\/a> from key survey responses and feedback but keeps you updated on news and media mentions of your brand and even your competitors.<\/p>\n

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This way, you\u2019re constantly in the know about popular sentiment and can take quick actions to negate criticism and even promote positive coverage of your brand!<\/p>\n

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Identifying Popular Trends<\/strong><\/p>\n

The digital space is extremely active, and while popular trends are a great marketing opportunity, they also become obsolete pretty quickly \u2013 remember the ice bucket challenge?<\/p>\n

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If you want to leverage the digital advantage, it\u2019s essential to join in on the relevant popular trends and practices. What is the latest news all about? Are your competitors joining a challenge that you didn\u2019t know of?<\/p>\n

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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!<\/p>\n

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In Conclusion<\/h2>\n

Keep the customer at the heart of your business strategy, and always remember to be proactive and go the extra mile.<\/p>\n

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You needn\u2019t just actively listen to your customers, but engage in conversations and seek out more feedback across platforms to get the most holistic picture of your business, create genuine customer connections, and spur growth.<\/p>\n","protected":false},"excerpt":{"rendered":"

Businesses are scrambling to up their customer experience game. Research constantly emphasizes the importance of great CX to customer loyalty and growth. Today, customers don\u2019t just expect but demand an experience that is comparable to the best brands across the world. In other words, businesses aren’t just competing with others in their segment but with the biggest names all around! It\u2019s no wonder that customer experience is integral to planning your next move. But just having a strategy in place doesn\u2019t guarantee results, especially not immediately. This is mainly because, for one thing \u2013 customer experience is a long-term game. You can\u2019t expect to see results overnight anyway. For another \u2013 there is still a key element you\u2019re missing out on. Sending out surveys and monitoring key metrics isn\u2019t all you need to do. What else, you wonder? Get proactive in your feedback! Don’t just factor in the insights you get, but follow up with customers, look for the detractors, and keep an eye on the social domains. Most customers who have had negative experiences won\u2019t reach out to you —\u00a0they\u2019ll just leave. So, value the detractors that do tell you what went wrong, and listen to news and media mentions so you\u2019re always aware of public perceptions. Understanding these in time can make the difference between a business that adapts and one that can\u2019t keep up. How can you be more proactive about feedback? Feedback isn\u2019t just an opportunity to improve but an opportunity to show customers that you […]<\/p>\n","protected":false},"author":60,"featured_media":49238,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[204,205],"tags":[176,105,116,98,351,543],"yoast_head":"\nBeyond Surveys: The Age of Proactive Feedback Management - Sogolytics Blog<\/title>\n<meta name=\"description\" content=\"If you're not responding to customer feedback, you're missing out on an opportunity to increase customer loyalty. 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