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Duration 29:27
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Closing the Customer Feedback Loop: Bridging the Gap Between Surveys and Action

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Carley Childress
Founder, CEO at Macorva
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About the talk

When setting up customer surveys, it is essential that you capture the most actionable data. 

Yet many organizations continue to struggle to capture the most appropriate data for their goals. Take back actionable insights to: 


  • Take a critical look at your feedback loops to achieve actionable data

  • Develop a process to guide you toward making more effective surveys - and in the most appropriate channels

  • Measure specific qualities for giving your customer the ability to confirm or deny the information you need

Create a customer centric feedback loop to ensure your data capture is actionable


00:00 Intro

00:47 Carley Childress

02:18 CX

03:40 What to do with data

04:30 Changes of digital communications

08:13 Actionable data

09:00 Simplify the process

10:50 Chose the channel

12:25 Make it personal

14:15 separate variables

17:18 Measure qualities

22:20 Q&A

About speaker

Carley Childress
Founder, CEO at Macorva

Macorva visualizes employee dynamics to improve employee engagement, so you can retain top talent, improve workplace culture, and grow business. Our survey software is designed to identify specific scenarios that limit engagement before they negatively impact company goals. We deliver feedback as meaningful, actionable data that empowers all employees and helps leaders manage proactively.

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February 10 - 11, 2021
Online
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covid-19, customer, customer service, cx & core, digital cx, digital experiences, engagement, investment industry, source content

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