“The only way to discover the limits of the possible is to go beyond them into the impossible.” – Arthur C. Clarke Even worse: some of these laws go back decades with little to no effort to improve ...

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.