“How’s everything so far?”
How to Get Honest and Substantive Feedback from Your Customers
Businesses can’t improve the quality of their operations without it.
September 15, 2023
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Summary.
Businesses can’t improve operations without honest and substantive feedback. Customers can be reluctant to provide it, for several reasons. Companies can try to overcome this by focusing feedback requests on improvement (not employee assessment), focusing on customer actions instead of words, and approaching the gathering of feedback as a habit rather than an occasional effort.
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New!
HBR Learning
HBR Learning
Sharpening Your Business Acumen Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Sharpening Your Business Acumen. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Take your career to the next level by learning business and finance basics, and developing an enterprise mindset.