I agree that feedback is very important. What I believe the hard part is, is making companies believe that it is important. In the time of cutting back on costs, feedback programs often fall to the wayside, when now is when you should be monitoring customer and employee feedback so you don’t lose them. The cost of replacing is more than keeping.

I also think that hiring a third party to take care of your feedback program is important. The customers/employees feel less threatened and they count on it being anonymous.

Great Article!
Becky