American inventor Charles Kettering once said, “A problem well stated is a problem half solved.”  This maxim is as relevant to business success as it is to invention. Business growth is often fueled by customers who clearly, honestly report problems. We might tack on an addendum for business: A problem immediately relayed is often more easily resolved.  In an ideal world, managers would know about each customer complaint mere moments after it had been lodged. To appreciate how such real-time feedback can impact customer engagement, let’s review a case study: Schlesinger Associates.

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