Metrics miss why. Behavioral data tracks what happened, but it rarely explains why customers act or leave. Feedback loops fill in those gaps. Ask, act, announce. Closing the loop requires three steps.

When sea ice melts, it can lead to faster warming because water absorbs more heat than ice does. That’s one of more than 25 climate feedback loops found in a recent study from Oregon State University.

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 ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. Jim Gough discusses the transition from ...