3-Minute WOM Lesson: How to respond to customer feedback

[Welcome back to the You Can Be a Word of Mouth Marketing Supergenius! newsletter. This is text of the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.]

In this issue, Converseon’s Lindsay Lebresco shares her tips on how to respond to customer feedback, posts, comments, and reviews:

1> Choose a great responder
2> Monitor the conversation
3> Keep it public
4> Lindsay’s live Supergenius preview

You can see Lindsay live — as well as 30 other brilliant word of mouth marketers — live at GasPedal’s Word of Mouth Supergenius on December 16 in Chicago. This “How to be Great at Word of Mouth Marketing” Conference features 12 how-to classes, 12 real-world case studies, and 6 brilliant authors.

1> Choose a great responder

Equally important to knowing how to respond to customer feedback is taking the time to pick the right person for the outreach. Find someone who is knowledgeable, patient, and loves helping people. When customers are upset, it takes a special person who’s passionate about what they do to convert a former critic into a new fan.

2> Monitor the conversation

Don’t get caught off guard by an issue that’s been brewing for weeks because you aren’t monitoring the conversation. Lindsay recommends having at least a basic monitoring program in place, as well as a good way to filter that information for the most relevant conversations. Once you have a good understanding of the existing conversation, you can establish some standard processes for reaching out to angry customers.

3> Keep it public

As Lindsay points out, when an issue arises, companies are often quick to “take it offline.” But in doing so, you might be missing a significant opportunity to earn some fantastic word of mouth by resolving the issue publicly. If you’re taking the initiative to fix a problem and make someone’s day, why not do it where the whole world can see it?

4> Lindsay’s live Supergenius preview

Hear Lindsay expand on her three big ideas on how to respond to customer feedback, as well as reveal her word of mouth superpower here:


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  1. dean

    the video doesn’t work

  2. Cale Johnson

    Sorry for that. It’s processing at YouTube — should be available soon.

    Cale Johnson

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