Make use of customer complaints

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Neat article on this in Sloan Management Review – whilst not bringing up much that’s new, it’s a useful reminder of some good principles and practices. Few organisations seem to really leverage this source of valuable data though, which can tell you all kinds of things, not only about inadequate skills but also about where imbalances are building up in the system and threatening serious strategic damage [see SMD chapter 9 for the basics of how some of this works].

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