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You have to take action to make customer feedback meaningful, and it starts with closed-loop follow-up. As practitioners, we are getting much better at making customer feedback operational. But as we ...

I’ve long thought that much of the world can be explained by feedback loops. Why are small companies nimbler than large ones? Why are private companies generally more efficient than governments?

Recently, a group of elementary students from Henry County Schools, near Atlanta, engaged “community experts” in a round of feedback conversations while working on an authentic task. The driving ...

When Tom Wolfe, the renowned American writer, died recently, Scott Kelly, the celebrated astronaut, wrote his obituary for TIME magazine. At first, it struck me as a strange choice. But it quickly ...