TAKE ACTION! Detractors Neutral Promoters • Respond publicly • Find ways to get them more • Thank them for their review • Work with the CSM to 
 engaged with your business • Ensure they are part of your 
 personalize outreach to 
 • Listen to their feedback advocacy program address customers’ issues • Share best practices with them • Reach out for additional asks 
 • Pass feedback to internal teams 
 (case studies, reference calls, 
 (product, support, legal, etc.) speaking opportunities) • Follow up swiftly to ensure 
 • Thank them with a personal note 
 issues have been addressed and thoughtful gifts @ R Y A N B O N N I C I # M A R K E T I N G E X P O 1 8 @ G 2 C R O W D