Feedback, even if it hurts – Your Employees Are Dying To Be Heard

More big companies inviting customers to sound off online

A Bank of America customer recently posted a scathing online review of the giant financial institution, giving it one star out of five. "I would never recommend this bank to anyone," the critic said. "I had to pay over $120 in overdraft fees that should have not been there from the start."

But the review was not published on a blog or a consumer website. It was posted on the bank’s own site, http://www.Bankofamerica.com.

By Dave Copeland
Globe Correspondent

Full Story: http://www.boston.com/business/personalfinance/articles/2008/05/08/feedback_even_if_it_hurts/

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Your Employees Are Dying To Be Heard

By Carmine Gallo

Ask employees for their views on how best to implement needed changes. This creates a positive feeling in the workplace, even if the changes are not welcomed by all. The reverse is also true. Failing to communicate upcoming changes results in a negative perception, creates disengagement, and makes those changes tougher to embrace.

Full Story: http://www.crm-daily.com/story.xhtml?story_id=020001BNDY0S