The academic research suffers from inconsistent measurement, where “real time” can mean anything from “immediately” to “days later.” Most real-time feedback systems quickly turn into “attaboy” systems, as people only like telling each other nice things. And how often are your comments structured in a way that actually causes behavior to change? Saying “Great job in that meeting” is far more common than “I saw that you noticed when the customer pushed back from the table and seemed to lose interest, and you responded by asking if they had any concerns. You did a great job of re-engaging them.
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