But people are still in love with traditional surveys in spite of my repeated advice against them.

Companies shouldn’t try to invent new ways for collecting customer feedback. They already have countless customer interactions available to them, ranging from salespeople to technical reps. What’s important is to provide some structure to these...

Although most companies start out with a strong focus on customers, as the organization grows beyond a dozen members, people may stop looking outward and become preoccupied with internal processes.

The leadership of an organization has no job more important than making sure everyone knows the importance of the customer. CEOs who want real job security should try to please customers, not shareholders.

The power of a focus group lies in its ability to leverage multiple channels of communication and thought. When you buckle down and really explore the many facets of a possible innovation to the organization,...

One of leadership’s most important jobs is to honor individuals who go beyond their job descriptions and truly delight their customers. The best way to empower employees is to identify peers who have excelled in...

Customers who complain are not nitpickers or looking for discounts, they’re committed to your organization. Someone who isn’t committed to your company wouldn’t bother complaining.

Unless a customer sees improvement, there is no improvement. It doesn’t exist.

Unless you let someone know what action has been taken, the customer is never going to perceive a difference. You’ve got to close the loop. If the customer isn’t aware of the fix, then the...