Improve the customer experience by taking immediate action on time-sensitive feedback.

1. Take Action on
Customer Feedback with
Surveys and Salesforce

2. To know whether a great customer experience has
been provided requires an open dialogue.
Voice of the Customer is the heartbeat of any customer
experience program.
A great experience means
meeting or exceeding
expectations.

3. *Source: Walker CX Consulting Firm, The Future of B2B Experience
The Customer Experience Gap is Real
80% 8%of CEOs think they deliver
great experience.*
of their customers think they
receive great experience.*

4. $136.8 billion
the amount of money companies lose per year
because of poor CX*
Source: Consumer Switch Report, CallMiner
Investing in CX can make or break your business

5. *Source: Forbes, Customer Experience Is The New Brand
By 2020, CX will overtake price and product as the key
brand differentiator.*
Having a CX strategy is more critical than ever in this
competitive climate.
CX Will Be The Most Important
Investment Companies Will
Make This Year

6. How do you get
started?

7. Taking Intelligent Action on Customer Feedback
Understand the voice of your customer through a
customer feedback program.
Marry feedback data with customer data in
Salesforce to get a 360-degree view.
Take intelligent action to address negative feedback
and harness promoters to be your advocates.
95%of customers will do business with
you again if you resolve
complaints immediately*
*Source:Lee Research

8. Feedback Automation
for Salesforce
The #1-rated CX solution that marries feedback
with customer data in Salesforce to provide a
360-degree view of your customer so you can
take action on critical feedback and fuel
customer growth.

9. Four steps to building an effective feedback program
DESIGN DISTRIBUTE ANALYZE ACT
Craft sleek, personalized
surveys that asks the
right questions
Build workflows and
choose the channels that
work for your customers
Map real-time response
data into Salesforce
Analyze data and implement
1:1 and 1:many change
Name Related To
Lauren Mitters 00489124
Title Account Name
CSAT Score
Manager Apex Inc.
2
Priority Case Number
CSAT Score
Medium 00001123
2

10. Create sleek, mobile-optimized surveys that match the
look and feel of your brand.
Personalize surveys with customer data from Salesforce
for a tailored experience that increases response rates.
Track key metrics—like NPS, CSAT, and CES—to measure
and assess your CX objectives.
BUILD
Collect more CX data with
modern, personalized surveys

11. DISTRIBUTE
Ask for feedback at the right
times, on the right channels
Engage with customers on the channels they use
to work with your business, like email, chat, SMS,
your website and community.
Automate feedback throughout key touchpoints in
the customer journey to keep a constant pulse on
customer health.

12. ANALYZE
Gather insights to understand
your customers better
Get to know your customers better through our
powerful analytics.
Aggregate key customer metrics and trends to
understand how customers feel about your brand.
Uncover trends and identify opportunities to
improve the customer experience.

13. 1:1 ACTION
Immediately follow up on
critical feedback
Alert stakeholders of at-risk accounts and create
tasks to ensure prompt follow up.
Turn any negative experience into a positive one
and boost customer retention.
66%
more likely to re-purchase if
complaints are quickly
addressed
Source: Service America

14. 1:MANY ACTION
Develop internal and external
programs to influence change
Scale your action plan by communicating
feedback throughout your organization and
building programs to convert detractors and
nurture promoters.
Source: Service America
VOICE OF THE CUSTOMER PROGRAM
Share findings within the company to influence:
● Product roadmap
● Support channels
● Pricing
DETRACTOR PLAN
Develop programs that to convert detractors:
● Quarterly business reviews
● White-glove customer support
● Discounting and promotions
PROMOTER PLAN
Activate your advocates to provide:
● 5-star reviews
● Customer stories
● Advisory council

15. Outdoor gear manufacturer, YETI takes
action on critical feedback and optimizes
their service experience by:
● Measuring CSAT, NPS, CES throughout the
customer journey across email, Chat, and SMS
● Seamlessly integrating with Salesforce to easily
access and store feedback data
● Using Einstein Analytics to optimize agent
routing based on feedback
● Leveraging Actions to escalate negative
feedback to resolve customer issues

16. Shiloh Water Systems harnesses customer
feedback to increase positive ratings and
influence field service routing by:
● Measuring customer feedback after every
field service interaction via SMS channel
● Using feedback to influence agent routing
based on customer ratings
● Guiding customers who’ve given positive
feedback to review sites, such as
HomeAdvisor, to boost ratings and referrals

17. 25% higher revenue
Real-time CX data in Salesforce and a strong
action plan directly impact CSAT.
A modest improvement in CSAT can yield
Source: Consumer Switch Report, CallMiner

18. GetFeedback works with any Salesforce Product
SALES
Give your sales team the power to close
more deals with closed-lost insights.
SERVICE
Enhance your customer service and field
service lightning platforms with real-time
feedback.
MARKETING
Understand the customer journey and deliver
more personalized experiences.
PARDOT
Bring the voice of the customer into Pardot
and drive smarter marketing automation.
COMMUNITIES
Create an ongoing dialogue within your
forums, portals, and knowledge articles.
ANALYTICS
Fuel your Einstein predictive engine with the
most critical dataset: customer feedback.

19. Prospect
visits website
Customer makes
a purchase
Customer is
onboarded
Customer chats
with support
Customer
renews product
Measure the Voice of the Customer at Key
Touchpoints in the Customer Journey

20. Thank You
www.getfeedback.com/salesforce sateja@getfeedback.com