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Listen to Your Employees, Not Just Your Customers


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Original Article: Harvard Business Review, Listen to Your Employees, Not Just Your Customers

Linking customer and employee feedback can provide valuable insight into all aspects of the service experience.  It offers managers a more complete picture of customer-employee interactions and creates a direct channel for employees to identify CX problems and offer solutions.  This article identifies six steps to designing linked feedback systems, which effectively enlist employees as agents of change.  These powerful feedback loops help companies build more authentic relationships with customers, accelerate organizational learning, and adapt to fast-changing customer expectations.