Customer Feedback Loop is Follow Through

An excerpt from my upcoming book on strategic and resilient teams.

The concept of customer value, and having a customer-focused team or company is nothing new; follow through is. A customer feedback loop is the actual follow through on getting the voice of the customer for which most teams and organizations fail to take action. 

Beyond the expensive, centralized (far removed from where value is delivered), often-slow-to-get-results practice of surveys, there is a need for a feedback loop at the front line. If teams are where the actual value is delivered, they are likely a great source for a meaningful customer feedback loop.