FierceRetail | The role of retail's chief feedback officer
Highly important and rarely talked about is the role of the chief feedback officer in retail. This position requires the marrying of customer and employee feedback in a holistic view while correlating it with existing data points to make better predictions, mitigate risk and avoid costly failures.
“Listening to what customers and employees are saying and understanding what they think and feel about the way things are done in a structured, continuous and integrated method is critical to making the right decisions to improve bottom-line outcomes and top-line performance,” explained Carol Lee Andersen, president of Questback, an enterprise feedback management platform.
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