Mastering the Digital Dialogue: Turning Feedback into Actionable Insights

Social media and online reviews aren’t just touchpoints. They’re now the most powerful drivers of brand perception, loyalty, and growth.

94% of consumers have avoided a business because of a negative review. And 71% say they’re more likely to purchase based on social referrals.

If your CX strategy isn’t capturing and acting on these signals, you’re leaving growth (and your reputation) at risk.

What You’ll Learn

• Why social feedback is the most influential factor in modern customer decisions
• The real risks of ignoring reviews and brand mentions
• How leading brands are integrating social data into CX to boost ratings, speed, and customer trust
• Practical steps to unify structured and unstructured feedback into a single, actionable view

Why It Matters

Customers today expect more than being “heard.” They expect fast, effective responses and meaningful action. Integrating social data and reviews into your CX program helps you:

• Respond swiftly to feedback across platforms
• Build loyalty by turning critics into advocates
• Strengthen reputation with consistent, transparent engagement
• Use real-time insights to improve acquisition and retention

Download Mastering the Digital Dialogue and learn how to make social data your CX advantage.