How Do You Really Know If You’re Doing a Good Job?

I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll explain in a moment.
There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback. You can use tools such as Net Promoter Score and Customer Effort Score. I could go on and on about the different ways to measure your customer’s feedback. My good friend and speech coach, Patricia Fripp—who happens to be the top speaking coach on the planet to professional speakers and executives—shared a great story about how one business got creative to get the inside scoop on what their customers were saying about them.
In addition to being a great speech coach, Patricia is also a dynamic keynote speaker. A few years ago, Patricia was delivering a keynote speech at