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Andy’s Answers: How to respond to customer feedback

2 min read

Brands & Campaigns

I’m thrilled to announce that my company, GasPedal, is hosting Word of Mouth Supergenius: The “How to be Great at Word of Mouth Marketing” Conference on Dec. 16 in Chicago. It’s going to be a practical, hands-on day filled with 12 how-to classes, 12 real-world case studies, and six brilliant authors.

Our lineup of presenters includes Lindsay Lebresco, who worked as public relations and social media manager at Graco Children’s Products before recently joining Converseon as account director and chief mom officer. She’ll be hosting the class, “How to Respond to Feedback, Posts, Comments, and Reviews” and offered up these great tips as a preview:

  • Choose a great responder. 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.
  • Monitor 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.
  • Keep it public. 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?

Check out Lindsay’s live preview for more on how to respond to customer feedback: