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.

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 ...

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If you’ve ever found yourself amazed by the capabilities of AI conversational models like ChatGPT but wishing they could offer just a touch more refined or in-depth answers, you will be pleased to ...