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 ...

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

Shares in Uber, Mastercard and American Express fall on back of apocalypse scenario posted on Substack ...

Meta’s investment in Scale makes one thing clear: in the era of foundation models, owning a high-fidelity data supply is the new strategic moat. But you don’t need to be Meta, or spend billions, to ...

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 ...

Switching power supplies rely on feedback control loops to ensure that the required voltage and current are maintained under varying load conditions. Design of the feedback control loop influences ...

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 ...