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How to Gain and Use Employee and Customer Feedback

Are your employees fulfilled, appreciated, and understood?

Shep interviews Carol Lee Andersen, the President of Questback North America, about the importance of listening to not just your customers, but also to your employees. And, she shares the advantages and occasional difficulties of doing so.


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Top Takeaways:

  • Engage Your Employees – Create a dialog with your employees. Even if the feedback is unsolicited, if your employees want to provide you with feedback – take it! Employees can frequently pick up on potential issues before they become a big problem.
  • Avoid Feedback Fatigue – If you collect data you must do something with it. Collecting feedback and not doing anything with it is worse than not collecting at all. If you collect it and take action on the feedback, then employees and customers feel they are being listened to, and that creates trust.
  • Think Before You Act – Feedback has to be deployed strategically to succeed. It is not enough to have highly engaged employees, you want highly engaged employees that are working towards the same goal.


Carol Lee Andersen is president of Questback North America and voted as one of the Top 150 Most Powerful Women in New Zealand. She leads a diverse team in crafting and delivering a feedback platform that helps enterprises make better decisions, mitigate risk and avoid costly failures through redefining relationships with the most important people: customers and employees.

Shep Hyken is a customer service and experience expert, best-selling author and your host of Amazing Business Radio.

“It is not enough to collect feedback, you have to take action on it. Collecting feedback and not doing anything with it, is worse than not collecting at all.” – Carol Lee Andersen


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This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How do you get employee feedback?
  2. How do I get customer feedback?
  3. Do I need to have employee feedback?
  4. How do I increase employee satisfaction?
  5. How do I increase employee retention?
  6. How do I decrease employee fatigue?
  7. What do I do with employee feedback?
  8. How do I increase employee engagement?




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