Once your channels are set up and identified, start managing the different channels and collecting feedback.

Here it is highly recommended to leverage tools or software that allow you to aggregate customer feedback and chatter from multiple different sources together into a singular solution.? That will make employees lives a lot easier as they are tasked with keeping up with customers on potentially dozens of different platforms and will also make detailed data analysis a lot easier down the line.

Using data that is collected across your customer feedback channels, tag and classify each comment based on what persona demographics wrote the comment.? Then you will be able to analyze performance and commonly mentioned themes based on your personas.

This type of comment classification can be done either manually by the team members who are managing your feedback channels, or alternatively this type of classification can be done easily using technology like Artificial Intelligence (AI) and Machine Learning (ML)

Once the data has been classified, analyze the data based on your customer segments and personas and identify what are the key elements of each of their experience that is most positive and negative.

Leveraging additional analytics techniques like NLP (Natural Language Processing) and Sentiment Analysis are extremely helpful here because it will allow you to identify which keywords are mentioned most positively or negatively across your customer feedback.

Once these insights are identified, be sure to pick out a few examples that are representative of the larger themes.? These examples will greatly help when illustrating and communicating these findings with stakeholders.

As trends become recognizable in the data and the most positive and negative topics emerge, it is important to share these findings with stakeholders in the organization.? As stakeholders often carry many responsibilities, communication is most effective after transforming the raw data into easily understandable graphs and charts that clearly illustrate the findings.

Set up reports and dashboards that illustrate key KPIs like top mentioned topics, most positive and negative keywords, and average sentiment scores that can be shared on a weekly or monthly basis to stakeholders.

Once all relevant parties are informed of the trends in data, it is the time to act.? Success is often found when stakeholders and analysts meet to create a common understanding of findings in the data and begin to identify actions that can be taken.

Set up a monthly meeting to discuss the findings with key stakeholders and create a task list of clear actions that can be taken to improve the customer experience (CX).

As actions are implemented across your organization, be sure to measure the same KPIs in the data as an ongoing exercise.? Based on changes in the data, the success or failure of the actions that were implemented as a result of the previous findings will be able to be measured.

Build on the successful actions further and abandon or reimagine the actions which see no results.? This creates an agile process for customer experience management, and ensures regular and consistent improvement in customer experience (CX).