Don’t sit on customer feedback
This article originally appeared on HBR.org. When you are driving a car, you get a steady stream of feedback from the road, from other drivers, from the dashboard gauges, and from the car itself.
Too often, organizations don’t have the proper visibility into the feedback their customers are giving them. The feedback may come from sales or support channels, but it doesn’t get widely distributed or acted upon.
This article talks about the problem.