Notes on listening
Practical pieces on asking better questions, hearing what people don't say and doing something with it.
Why unhappy people rarely complain, and what to do instead
Most people who are unhappy never tell you. They just stop coming back. Here's why that happens, and how to hear it while you can still fix it.
A score tells you what. A follow-up question tells you why.
Ratings are easy to collect and hard to act on. One good follow-up question changes that. Here's how to ask it.
Close the loop: why people stop answering your surveys
Survey fatigue isn't really about too many questions. It's about never hearing what happened next. A simple four-step cycle fixes that.
Ask at the moment it happens
The best time to ask how something went is right after it happened. Where and when you ask matters as much as what you ask.
Not another dashboard: turning answers into decisions
Most feedback ends up in a dashboard that nobody opens after the first month. A short message with what changed, why and what to do works better.
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