This week, we split the group as usual into those with an SMB interest (less than $50k ACV) and those with an Enterprise interest and then we dove right in to your questions—you guys had loads to discuss about how to build closed-loop feedback programs for customer engagement.
Here’s what was top of mind this week…
Big thanks to this week’s SMB facilitator Emily Campos.
Brian Hartley asked: How are you actually communicating with the customers about your efforts to resolve the feedback that you have received?
Sara Bochino wanted to know how people are packaging feedback to their executives, and how they’re holding those leaders accountable.
Kelly Hook was looking for examples of collection methods—she’s using Pendo, as well as in-app feedback / score gathering. She was looking for tips on the most efficient ways to collect and collate feedback.
Lilith Antunovic wondered how statistically relevant the whole NPS thing is anyway... How much should we be relying on NPS? She’s a little doubtful about how much the data really reflects true sentiment. Plus, how are people presenting NPS to customers, and when—what’s the best frequency?
Finally, since NPS doesn’t tell you the ‘why’… Emily was keen to understand how others are getting further and deeper insights into high or low ratings.
Shout-out to our SMB NPS rockstars Lauren Culbertson, Chris Jones, Joseph Schmitt and Kelly Hook. Thanks for your valuable contributions to the discussion; you’re part of the reason the Gain Grow Retain community is so strong!
Jay Nathan was this week’s facilitator for the Enterprise breakout group.
We had a ton of questions and discussion points within the Enterprise breakout during this session! Here are some of the highlights:
Andreas Knoefel was interested to learn how others are closing the feedback loop between the customer and the product team, specifically—and which tools people are using for this.
Jim Jones asked a great question: How do you drive the culture change and change management requires for real closed-loop feedback? He also had a great tactical question: Should we be running different NPS surveys for different key stakeholders?
David Ellin was curious to hear about the lessons the rest of the group have learned from running CSAT, and what people would do differently.
Scott Hopper wondered how many iterations to expect to get NPS to a ‘well-oiled’ process.
Mariano Obludzyner was looking for advice on how best to follow-up with detractors, while Phyllis needed some tips on getting customers to respond and share feedback in the first place.
Here are some of the great resources you guys shared this week:
Until next time—let’s Gain, Grow, Retain!