There is a widespread assumption in customer experience that the most at-risk customers are also the loudest. The thinking ...

You have to take action to make customer feedback meaningful, and it starts with closed-loop follow-up. As practitioners, we are getting much better at making customer feedback operational. But as we ...

Metrics miss why. Behavioral data tracks what happened, but it rarely explains why customers act or leave. Feedback loops fill in those gaps. Ask, act, announce. Closing the loop requires three steps.

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Meaningful, consistent feedback is a key component of a high-performance workplace culture. In a 2022 Gallup survey, employees who received meaningful feedback in the previous week were four times ...

Today’s consumers are asked to rate their experiences multiple times per day. You can hit a smiley face if the airport bathroom is clean and, if not, a frowny face. You’re encouraged to rate the ...

Spoiler alert: There isn’t one. Closing the feedback loop is notoriously challenging. To correct and adapt our programming, we need to understand what doesn’t work, who it doesn’t work for, and what ...

Feedback is routinely requested and occasionally considered. Using feedback and doing something with it is nowhere near as routine, unfortunately. Perhaps this has been due to a lack of a practical ...