Masterclass: How to Close the Feedback Loop
In this masterclass, we'll show you how to turn customer feedback into meaningful action: how to respond to customers effectively, structure feedback intelligently and use insight to drive meaningful change across the business.
We'll explore what happens after a review is submitted: how to reply with purpose, how to segment customers to communicate with them in ways that feel relevant, and how to surface recurring patterns and route insights to the relevant teams.
In short, we’ll cover how to organise feedback, spot what matters most, and make every customer feel their opinion counts.
Tues 30 June
11-11:45 AM BST
Zoom Webinar
Register now
Masterclass: How to Close the Feedback Loop
In this masterclass, we'll show you how to turn customer feedback into meaningful action: how to respond to customers effectively, structure feedback intelligently and use insight to drive meaningful change across the business.
Tue 30 June | 11am BST | Zoom Webinar
Sign up to our webinar
We'll explore what happens after a review is submitted: how to reply with purpose, how to segment customers to communicate with them in ways that feel relevant, and how to surface recurring patterns and route insights to the relevant teams.
In short, we’ll cover how to organise feedback, spot what matters most, and make every customer feel their opinion counts.
Walk away with a clear plan for how to:
- Respond to customer feedback in a way that builds trust
- Turn reviews into relevant, tailored customer conversations
- Surface themes that highlight where action is needed
- Share insight across customer, product, category, and operations teams
- Handle negative reviews with confidence and best practice
This is a no-sales-pitch session—just actionable insights and real-world examples you can apply immediately to get the best out of your customer feedback. No matter what platform you use.
Who is this for?
Whether you're just getting started with responding to customer feedback or looking to take a more structured, insight-led approach, this Masterclass will give you practical strategies to turn reviews into meaningful action across your business. Designed for:
- Marketing Directors & CMOs
- E-commerce & Digital Managers
- Customer Experience (CX) Leaders
- Insights & Analytics teams
Meet the speakers
Bonnie Bakoh
Customer Success Manager at Feefo
Bonnie is an experienced Customer Success leader with a decade of expertise in B2B SaaS, supporting the growth and execution of Feefo’s enterprise solutions for key clients and partners. She combines creative thinking with data-driven execution, simplifying complexity to deliver clarity and strategic direction that turn ambitious visions into real-world business value.
Charlie Newman
Data Product Manager at Feefo
Charlie takes a lead on developing Feefo's data products. Charlie combines a product focused mindset with analytics to transform raw information into actionable intelligence. By cutting through the noise of complex data, she provides the clarity clients need to drive informed business decisions through impactful strategies.
Stephen Teeuw
Marketing Manager at Peter Nyssen
Stephen has spent 30 years in the flower bulb industry and has worked with Peter Nyssen for the past five years.
Over the years, he has turned his hand to SEO, photography, email marketing, website management and design, drawing on a background in art and photography to shape how a deeply visual product is presented and felt by customers.
He works from home, surrounded by tulips and daffodils, and gardens himself. Gardening is an experience of wins and losses, of expectation and patience, and connection to the environment. People like to talk about their gardens, and that shapes everything about how this market expects to be treated.
Agenda
Welcome & Introduction:
Bonnie Dakoh, Customer Success Manager at Feefo
How to create a closed feedback loop:
Bonnie Dakoh looks at how businesses move from review to action, connecting customer responses with structured insight to drive meaningful improvements.
Responding to customer feedback at scale:
Stephen Teeuw, marketing manager at Peter Nyssen shares how they combine meaningful customer engagement with AI, enabling them to respond at scale without losing the human touch.
Making the feedback loop a reality:
Charlie Newman, Data Product Manager at Feefo, shares how to engage with customer feedback effectively, and surface insights that drive change across the business.