Understanding Customer Feedback Importance

Most people are doing feedback all wrong. And as a result, they miss a massive opportunity to grow. Let’s fix that. Here’s how to give and get feedback the right way: First, the data. Researchers looked at how feedback affects performance. Here’s what they found: Most feedback does nothing. Some feedback makes things worse. But the right kind of feedback? It changes everything. So what kind of feedback actually works? It’s not about being nice. It’s not about being harsh. It’s not even about being right. Effective feedback is: Timely Individualized Future-facing In short, it’s actionable. Worried about sounding harsh? Use this 19-word magic phrase. Researchers call it “wise feedback”: “I’m giving you this feedback because I have high expectations for you and I know you can meet them.” Simple. Kind. Powerful Now, what about getting feedback? Here’s the surprising twist: Stop asking for “feedback.” Start asking for “advice.” Why? People love giving advice.(It makes them feel smart. And generous.) Advice is naturally forward looking.Which makes it more actionable. Instead of vague judgments, you get clear guidance. Don’t ask: “What did you think of my presentation?” Ask: “What’s one thing I could try differently next time?” That tiny shift unlocks clarity and invites honesty. To give feedback: Make it actionable. Use wise feedback when it’s tough. To get feedback: Don’t ask for feedback. Ask for advice. Feedback isn’t about judgment. It’s about improvement. And done right, it’s your biggest lever for growth.

You want actionable feedback, but people keep saying “great job” instead of giving you something useful. Here is the solution: Change your question. Last week, I presented a communications strategy for a complex project. A senior colleague congratulated me afterwards: “Great presentation!”. But I was sure she could offer useful insights that would help me grow. So I asked: “What’s one thing I could do to present even more effectively next time?” In response, I got concrete, actionable recommendation that will genuinely improve my approach to managing communications. Here’s why this works: ❌ Generic question: “How did I do?” ❌ Generic answer: “You did great!” ✅ Specific question: “What’s one thing I could improve?” ✅ Specific answer: Actionable insights that help your growth People often hold back actionable feedback due to cultural sensitivities, politeness, or simply playing it safe. The right question unlocks the guidance that actually helps you advance. So next time you’re with someone whose expertise you value, try asking: “What’s one thing I could do better?”

Think about the best customer service experience you’ve ever had. The issue was resolved quickly, your input mattered, and you left with more trust in the organization. Now, imagine if government services worked the same way… This doesn’t happen by accident. It requires intention. That’s what Closed-Loop Feedback (CLF) brings— it is an intentional operational customer experience framework based on industry best practice that ensures real-time responsiveness and long-term accountability to the people the organization serves. This has been the journey of customer experience team efforts that started under the first Trump administration— and there are great examples of agencies putting these practices in place and improving service delivery efficiency, billions in cost avoidance, reducing cost to serve, and greater impact to the public as a result. But so much more can be done, we have only scratched the surface… so much more can be done building on the foundations of goodness with this intentional approach… The Closed-Loop Feedback Model is an operational accountability framework that creates a continuous cycle of improvement, where real-time data drives decisions, inefficiencies are identified and addressed, and trust is rebuilt through transparency. 🔄 Micro Loop – Addresses feedback in real-time, ensuring that individual concerns are heard and resolved quickly. This prevents small issues from becoming systemic failures. 🚀 Macro Loop – Uses insights from frontline interactions to drive broader policy improvements, operational efficiencies, and service innovations. This ensures agencies evolve based on actual citizen needs, not just assumptions. By implementing Closed-Loop Feedback as part of its service delivery, government will: - Improve efficiency and effectiveness by streamlining services based on real user input. - Increase productivity by focusing resources on what matters most. - Enhance service quality through continuous iteration and innovation. - Strengthen public trust by demonstrating transparency and responsiveness. This approach modernizes government service delivery, ensuring agencies act on citizen needs. It is how we move from a reactive system to one that is responsive and proactively delivers better experiences, stronger infrastructure, and real impact for the people we serve. The future of government is citizen driven. Closing the loop builds trust and ensures the efficient and effective service delivery that citizens deserve. Thank you to all the dedicated government employees that have been part of this movement. #Leadership #Management #CustomerExperience #CX #ServiceDelivery #Accountability #Efficiency #Innovation #Modernization #Government

From rising through the ranks in investment banking to coaching future leaders, I know feedback is the secret to success. In my 25+ years, I’ve seen how timely, well-asked feedback can unlock promotions, raises and career growth —don’t wait to ask. 1 - Ask for feedback in a timely manner - as soon after the event (eg presentation, meeting, research paper, sales pitch, etc.) as possible. ⭐ Avoid waiting too long to ask, as memories can fade over time. ⭐ Choose a time when the person can focus on your request - scheduling 1x1 time, go for a coffee, etc. - strive for an environment with few distractions. ⭐ Give the person a heads-up that you’ll be asking for their feedback, so they have time to prepare. 2 - Ask someone who you TRUST and will be honest and forthcoming ⭐ Be careful not to be tempted to ask people who you know will provide positive feedback. (Personally, I like to ask a pessimist/glass is half empty personality). 3 - Be CLEAR and SPECIFIC on what you want feedback on ⭐ EXAMPLE - Don't say "How Am I Doing?". Be more specific and say "Can you provide feedback on how I at the sales pitch with Client ABC" 4 - Ask for EXAMPLES ⭐ EXAMPLE - "When you say I sounded nervous during the pitch, what specifically did you observe? Was it my body language, the way I spoke, the pace of my speaking, etc.?" 5 - Be OPEN and receptive to the feedback and do not get defensive ⭐ If you are defensive, you can discourage the person giving you honest feedback (or any feedback at all) ⭐ Realize that PERCEPTION IS REALITY. If the person provided feedback that you do not agree with, realize it is their reality (and likely others as well). 6 - Put an ACTION PLAN in place to address the feedback. ⭐ Ask the person providing feedback for their views on steps you can take to improve. Be grateful and thank the person who provided you feedback and ask them if you can follow up with them in a few weeks time to see if they have seen improvement. I also like to encourage them to share TIMELY feedback with me whenever they notice something. P.S. Want help with your development needs ⭐⭐ I can help. DM me now or email me at craigbroder@emergingedgellp.com. ♻️♻️♻️PLEASE REPOST AND SHARE WITH YOUR NETWORK ♻️ ♻️♻️

Your Product Managers are talking to customers. So why isn’t your product getting better? A few years ago, I was on a team where our boss had a rule: 🗣️ “Everyone must talk to at least one customer each week.” So we did. Calls were scheduled. Conversations happened. Boxes were checked. But nothing changed. No real insights. No real impact. Because talking to customers isn’t the goal. Learning the right things is. When discovery lacks purpose, it leads to wasted effort, misaligned strategy, and poor business decisions: ❌ Features get built that no one actually needs. ❌ Roadmaps get shaped by the loudest voices, not the right customers. ❌ Teams collect insights… but fail to act on them. How Do You Fix It? ✅ Talk to the Right People Not every customer insight is useful. Prioritize: -> Decision-makers AND end-users – You need both perspectives. -> Customers who represent your core market – Not just the loudest complainers. -> Direct conversations – Avoid proxy insights that create blind spots. 👉 Actionable Step: Before each interview, ask: “Is this customer representative of the next 100 we want to win?” If not, rethink who you’re talking to. ✅ Ask the Right Questions A great question challenges assumptions. A bad one reinforces them. -> Stop asking: “Would you use this?” -> Start asking: “How do you solve this today?” -> Show AI prototypes and iterate in real-time – Faster than long discovery cycles. -> If shipping something is faster than researching it—just build it. 👉 Actionable Step: Replace one of your upcoming interview questions with: “What workarounds have you created to solve this problem?” This reveals real pain points. ✅ Don’t Let Insights Die in a Doc Discovery isn’t about collecting insights. It’s about acting on them. -> Validate across multiple customers before making decisions. -> Share findings with your team—don’t keep them locked in Notion. -> Close the loop—show customers how their feedback shaped the product. 👉 Actionable Step: Every two weeks, review customer insights with your team to decipher key patterns and identify what changes should be applied. If there’s no clear action, you’re just collecting data—not driving change. Final Thought Great discovery doesn’t just inform product decisions—it shapes business strategy. Done right, it helps teams build what matters, align with real customer needs, and drive meaningful outcomes. 👉 Be honest—are your customer conversations actually making a difference? If not, what’s missing? -- 👋 I'm Ron Yang, a product leader and advisor. Follow me for insights on product leadership + strategy.

𝗧𝗵𝗲 𝗜𝗺𝗽𝗼𝗿𝘁𝗮𝗻𝗰𝗲 𝗼𝗳 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 𝗶𝗻 𝗟𝗲𝗮𝗿𝗻𝗶𝗻𝗴 𝗮𝗻𝗱 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 🗣️ Ever feel like your Learning and Development (L&D) programs are missing the mark? You're not alone. One of the biggest pitfalls in L&D is the lack of mechanisms for collecting and acting on employee feedback. Without this crucial component, your initiatives may fail to address the real needs and preferences of your team, leaving them disengaged and underprepared. 📌 And here's the kicker—if you ignore this, your L&D efforts risk becoming irrelevant, wasting valuable resources, and ultimately failing to develop the skills your workforce truly needs. But don't worry—there’s a straightforward fix: integrate feedback loops into your L&D programs. Here’s a clear plan to get started: 📝 Surveys and Questionnaires: Regularly distribute surveys and questionnaires to gather insights on what’s working and what isn’t. Keep them short and focused to maximize response rates and actionable feedback. 📝 Focus Groups: Organize small focus groups to dive deeper into specific issues. This setting allows for more detailed discussions and nuanced understanding of employee needs and preferences. 📝 Real-Time Polling: Use real-time polling tools during training sessions to gauge immediate reactions and make on-the-fly adjustments. This keeps the learning experience dynamic and responsive. 📝 One-on-One Interviews: Conduct one-on-one interviews with a diverse cross-section of employees to get a more personal and detailed perspective. This can uncover insights that broader surveys might miss. 📝 Anonymous Feedback Channels: Ensure there are anonymous ways for employees to provide feedback. This encourages honesty and helps identify issues that employees might be hesitant to discuss openly. 📝 Feedback Integration: Don’t just collect feedback—act on it. Regularly review the feedback and make necessary adjustments to your L&D programs. Communicate these changes to employees to show that their input is valued and acted upon. 📝 Continuous Monitoring: Use analytics tools to continuously monitor engagement and performance metrics. This provides ongoing data to help refine and improve your L&D initiatives. Integrating these feedback mechanisms will not only enhance the effectiveness of your L&D programs but also boost employee engagement and satisfaction. When employees see that their feedback leads to tangible changes, they are more likely to be invested in the learning process. Have any innovative ways to incorporate feedback into L&D? Drop your tips in the comments! ⬇️ #LearningAndDevelopment #EmployeeEngagement #ContinuousImprovement #FeedbackLoop #ProfessionalDevelopment #TrainingInnovation

Virtuoso musicians make their craft look effortless, but they didn't reach that pinnacle alone. Behind their exceptional skill lies a network of mentors, teachers, and attentive listeners who provided feedback at every turn. Feedback acts as the enchanted wand that transforms raw talent into brilliance, and it holds the key to personal growth. To expedite your development, you must actively seek feedback. Here's how: 1. Thoughtful Selection: Carefully choose feedback providers, much like a musician selects collaborators. Opt for individuals genuinely invested in your growth, whether colleagues, friends, or mentors. 2. Precision in Inquiry: Avoid vague requests like "Give me feedback" and instead pose specific questions. Ask questions like "How can I enhance my presentation skills?" to ensure the feedback aligns with your objectives. 3. Embrace Diversity: Welcome varying opinions, even when they challenge your existing beliefs. Growth often emerges from discomfort and diverse perspectives. 4. Application and Refinement: Seeking feedback is just the beginning; true transformation happens when you apply it consistently. Now, let's delve into handling non-constructive feedback—the moments when feedback stings, akin to a discordant note in a beautiful melody: 1. Maintain Composure: When confronted with less-than-flattering feedback, keep your composure. Avoid reacting defensively or emotionally. 2. Uncover Hidden Value: In even the harshest feedback, there is often a nugget of truth hidden beneath the surface. Strive to extract that valuable insight, much like finding treasure in a sea of sand. 3. Foster Clarification: Engage in a constructive dialogue if you're uncertain about the feedback's intent or context. A simple conversation can often resolve misunderstandings, similar to addressing issues after a project setback. 4. Focus on Your Sphere of Control: Understand that not all feedback is entirely fair or accurate. In such cases, channel your energy towards areas you can influence or improve. 5. Release Unhelpful Feedback: If feedback proves genuinely unhelpful or unjust, don't carry it as a burden. Instead, let it go. Surround yourself with constructive feedback that propels your journey forward. Feedback is your compass for self-improvement, helping you fine-tune your skills. Actively seek it out and use it to compose your success story.

Feedback isn’t always easy to hear. 🙉 I still remember the sting when my older brother Andrew called me self-centred. Ouch. At first I thought I’d misheard, but I hadn’t. Then I was indignant. I even tried to turn the accusation back on him. It wasn’t my finest work in terms of accepting feedback. But I took some time to reflect on what Harvard researcher, Tasha Eurich says in her fantastic book 'Insight'. She includes a 3-step framework – which I’ve adapted slightly – and applied in that situation and with countless clients since. STEP 1: RECEIVE - Actively listen, check your understanding and thank them. Mastering feedback starts with listening well. Show the person who is giving you feedback that you’re hearing what you’re being told. Active listening engages your analytical (thinking) brain and creates some distance from your amygdala (your emotional brain). The next part is to repeat back what you’ve heard, regardless of whether you agree or not. Summarise the key message as concisely as possible. Then, thank the feedback giver – irrespective of the content of the feedback (and again, whether or not you agree!). That they plucked up the courage to give you challenging feedback takes nerve. Doubly so, if you’re further up the food chain in the organisation. STEP 2: REFLECT – Ask questions to increase your understanding After you have genuinely thanked the person ask, “Would you be okay if I asked you a question or two about that?” Potential questions might include: ➡️ “When you said I was X, what specifically did I do, or not do, that caused you to feel that?” ➡️ “When have you seen me do this? In what situations do you see me do this most often?” ➡️ “Can you give me a specific example, so I can better understand?” ➡️ “You mentioned x. Can you say more about that…?” ➡️ “What would you prefer I do in that situation?” STEP 3: RESPOND – Integrate the feedback and then circle back in some way. You may be feeling a little fragile or defensive – and that’s ok. Now's the time to reflect. You need to decide what you are going to do with the feedback; this is the most powerful part of the process. Consider: ➡️ What more do I need to learn and understand about the situation? Or about other people in this story? ➡️ What do I know objectively? ➡️ What additional information do I need? ➡️ What further questions and clarifications might help? ➡️ What assumptions am I making? ➡️ What am I really feeling? ➡️ What part did I play? Once you’re feeling back in balance, circle back and take action (if required). You don’t have to act on every piece of feedback you ever get. But if you've received that feedback from three or more people, it's likely to be how others see you. And in case you’re wondering, my brother and I are all good. I’ve been thinking a lot about what he said, what steps I can take to better understand his comment and become, well…a little less self-centred!

Just sped read two Gartner reports focusing on customer feedback (so you don't have to) and summarised 6 techniques that can boost actionable insights by up to 2.5 times: 1. **Ask "What" Instead of "Why"** - Rather than inquiring "Why did you give us this score?" switch to "What's the most important thing we could do to enhance your experience?" - Result: 36% increase in high-quality, actionable feedback. 2. **Strategic Question Sequencing** - Start with rating/checklist questions followed by: "Based on your answers, what was the biggest factor influencing your experience?" - Result: 46% rise in high-insight responses. 3. **Add Social Proof to Your Prompts** - Incorporate social proof: "Other customers have shared details about specific service interactions that mattered most. What was most important in your experience?" - Result: 2.48 times more high-insight value compared to the control group. 4. **Request Specifics and Actionability** - Pose targeted questions like: - "What part of the process worked best for you?" - "What was the biggest challenge you faced?" - "What one change would make the most difference?" - Result: Enhanced responses with improved context. 5. **Keep It Simple and Relevant** - Avoid complex jargon and compound questions. Stick to one clear idea per question. - Result: 19% uptick in completion rates. 6. **Signal How Feedback Will Be Used** - Communicate the purpose: "We use your feedback to make improvements—please share details that will help us act." - Result: Increased engagement when individuals understand their feedback is valued. Take away: minor tweaks in language and structure can significantly enhance the quality and quantity of feedback received. What methods have you discovered to be most impactful in gathering actionable customer insights? #CustomerExperience #Feedback #MarketResearch #CX #G

Adapting to the modern-day workplace starts with understanding the art of receiving feedback. 🌟 In an ever-evolving professional landscape, the ability to effectively receive and act on feedback has become a cornerstone of personal and managerial growth. 🌱 Sheila Heen and Douglas Stone's insightful article on the six steps to becoming a receiver of feedback sheds light on this critical skill. Feedback is not just about improving performance; it's about fostering a culture of continuous improvement and resilience. 💡 🤔 “Why is being an effective receiver of feedback crucial for our growth as managers and individuals?” This question resonates with many, which is why it is a huge topic of discussion at Nurau. It's not just a temporary adjustment; it's about embracing a mindset where feedback fuels our evolution in both personal and professional spheres. A great example of how this works is the culture at Netflix.👏 Kudos to No Rules Rules by Reed Hastings and Erin Meyer 🌟 Here’s how you can start integrating these steps into your daily routine to enhance your feedback reception skills: 1️⃣ Step 1: Know Your Tendencies Understanding how you typically react to stress and challenges is crucial. Recognizing your patterns helps you anticipate and manage your responses more effectively. 🧠 2️⃣ Step 2: Disentangle the What from the Who Focus on the issue at hand rather than the person delivering the feedback. This separation allows you to address the root cause objectively, fostering a healthier feedback culture. 🧩 3️⃣ Step 3: Sort Towards Coaching Distinguish between evaluative feedback and coaching feedback. Embrace feedback as potentially valuable advice rather than criticism, making it less emotionally charged and more actionable. 🎯 4️⃣ Step 4: Unpack the Feedback Delve into the specifics of the feedback. Ask for examples and clarifications to fully understand it before making judgments. This ensures you address the core issues effectively. 🔍 5️⃣ Step 5: Ask for Just One Thing Seek feedback proactively rather than waiting for formal reviews. This approach helps you control the narrative and emotions, turning feedback into daily opportunities for micro-coaching and improvement. 🗣️ 6️⃣ Step 6: Engage in Small Experiments Implement new approaches in manageable steps. For instance, before a big meeting, gather input from participants to prepare effectively, thus managing how you receive and respond to feedback. 🧪 🌟 Feedback is the key to growth at so many levels. If you’re determined to learn from whatever feedback you get, no one can get in your way. 🚀 So, which step will you try first? Let me know in the comments below! 👇 #FeedbackGrowth #Leadership #ContinuousImprovement #Resilience #ManagerTips #ProfessionalDevelopment #EmpowerFrontlines #Nurau