Feature Focus

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Oct 08, 2020

How Closed Is Your Loop (Really)?

by Melissa Krut

If I had a nickel for every time I heard someone mention “closing the loop” or having a “two-way dialogue” — well, I’d have a lot of nickels. Here’s the thing: If it’s not closed, it’s not much of a loop. Put another way: If it’s not two-way, it’s not much of a dialogue. You may have noticed that plenty of people are organizations present themselves as open to feedback. From comment cards to open-door policies, everyone seems like they’re ready to listen. Smart, right? Obviously. Whether you’ve implemented a closed loop feedback management system or just sent out a single survey, you probably know that feedback makes a difference. Feedback matters to employee experience. One study showed that 43% of highly engaged employees receive feedback at least once a week. Probably not a coincidence. Feedback matters to customer experience: Client-centric companies are 60% more profitable than those than those that aren’t. The real question is this: What happens to all of that feedback? All the Feels: The Impact of Feedback Fails While simply being open to feedback is great, it’s just one part of the process. Feel it out: First, there’s the warm and fuzzy feeling you get when someone invites you to share your thoughts and opinions. Then, there’s the excited and empowered feeling you get when you actually present your feedback. Finally, there’s a feeeling of optimism and hope that your feedback will make a difference. Sadly, if nothing happens with that feedback, the process continues: The […]

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