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

Ready for amazing word of mouth? We’re bringing together an all-star group of word of mouth marketers for Word of Mouth Supergenius: The “How to be Great at Word of Mouth Marketing” Conference on December 16 in Chicago. We’ll feature 12 how-to classes, 12 real-world case studies, and 6 brilliant authors. You’re going to learn practical, hands-on techniques to get people talking about you the next day.

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):

GasPedal's Word of Mouth Supergenius Conference!

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