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 remedy doesn't exist.

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

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.

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 interactions and share them with everyone in the organization.

We perceive this to be an ongoing threat that will be there for many years to come.

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 customer service.