Tag Archives: feedback

Learning from Customers

Posted on March 2, 2021 by John Hunter

Don’t make it hard for customers to be heard. Provide training and tools to employees to document customers voices. Train employees to learn as much as possible from customers. Value the time employees spend listening to customers and learning from them. Most customers won’t speak up, those that do speak up provide valuable insight. Don’t waste what they offer. Create a management system focused on continual improvement that is engaged in seeking out customer feedback and continually improving the value … Continue reading →

Posted in Customer focus, Management | Tagged , , , , , , | 1 Comment

Don’t Ignore Customer Complaints

Posted on November 20, 2014 by John Hunter

I find Paul Graham’s ideas very useful. I disagree with his recent tweet though. Update: See note at bottom of the post – Paul tweeted that his original tweet was wrong. Base your assessment of the merit of an idea on the actual merit of the idea, not the category you place the person in that is expressing the idea. His reply tweet addresses the problem with the first one in a very specific case. But you have “bugs” that … Continue reading →

Posted in Customer focus | Tagged , , , , , , , | 2 Comments

Annual Performance Reviews Are Obsolete

Posted on November 15, 2010 by John Hunter

Sam Goodner, the CEO of Catapult Systems, wrote about his decision to eliminate the annual performance appraisal [the broken link was removed]. the most critical flaw of our old process was that the feedback itself was too infrequent and too far removed from the actual behavior to have any measurable impact on employee performance. … I decided to completely eliminate of our annual performance review process and replace it with a real-time performance feedback dashboard.” I think this is a … Continue reading →

Posted in Creativity, Innovation, IT, Management, Performance Appraisal | Tagged , , , ,