In this episode, Adam talks with a friend of the podcast and CustomerGauge Vice President of Customer Experience, Cary Self. He’s got years of optimizing experience and energizing entire workforces around navigating customer feedback and managing the follow-up process. Discussion topics include the right timing to follow up (48 hours is just the title of an Eddie Murphy film, not the time it should take you), how to follow up with detractors, passives, and promoters, thank-you notes, and overcoming the “fear of feedback." And they even take a deep dive into whether it should be called “Closing the loop” or “Following up” — what’s your opinion? Listen to this episode and see if you agree! Cary Self can be found on LinkedIn: https://www.linkedin.com/in/cary-t-self-41393640/ His popular webinar series “Champions of Change” can be seen here in the archives: Part 1, Part 2, and Part 3.