How to use fan feedback to improve customer service and build trust — live with Bazaarvoice’s Sam Decker

As we gear up for Word of Mouth Supergenius: The “How to be Great at Word of Mouth Marketing” Conference on December 16 here in Chicago, our fantastic presenters are sharing some word of mouth tips as previews for the day’s 12 how-to classes, 12 real-world case studies, and 6 brilliant author sessions.

Our lineup of speakers includes word of mouth supergenius and Bazaarvoice CMO, Sam Decker, who will be presenting a case study detailing how The Land of Nod used fan feedback to improve customer service and build trust. Here are three tips he shared as a preview:

  • Help your organization realize what customer feedback means to the brand. Sam calls it his “Woodpecker and Peacock” theory, which involves a mixture of persistent day-to-day analytics along with bigger, case-study-worthy initiatives that drive organizations to make fundamental changes.
  • Negative word of mouth can be incredibly useful. Don’t give up on those giving negative feedback. Find ways to bring this info back to the organization to make improvements.
  • Customers are already talking. Whether you’re listening or not, the conversation is taking place — and it represents a huge opportunity for your brand.

Hear Sam’s live Supergenius preview (and check out our Facebook page to see all our interviews):

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