How is your organization engaging with negative customer feedback to turn it into a sales/marketing opportunity?
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a year ago
We have a social team that looks at social media responses and Google ratings and that type of thing. We also have a patient satisfaction team that looks at the MP MPR surveys and the MPs scores. And then we have our patient advocacy program. We have a new consumer experience team that will be working to bring these resources of feedback together. As a part of that we will partner to create a consistent service recovery plan to utilize that negative customer feedback.
We have a portfolio of products, so we might rethink the one that best fits the customer's use case.
Plus, the story of receiving feedback that helped us fine tune the product and use case definition reflects well on us as a software company.