Managing customer feedback is ongoing. It’s a way of doing business, and you get better at it with practice. I recommend taking a good look at your feedback program at least once a quarter and, as you identify improvements, think about how to implement them. To the degree your approach to managing customer feedback provides clues, they can powerfully inform your efforts to improve and to innovate.

Watch this video from my LinkedIn Learning course “Customer Service: Managing Customer Feedback” to look beyond what customer feedback itself is telling you – to read between the lines.

Innovating and realigning from Customer Service: Managing Customer Feedback by Brad Cleveland