Your most unhappy customers are your greatest source of learning. -- Bill Gates
Negative feedback from customers can be a hard pill to swallow. It often feels unjust, unhelpful and inaccurate. Even the most professional business owners can be defensive and emotional in the face of criticism. And while business owners may intellectually know negative customer feedback is critical to improving their business -- a 10-percent increase in Net Promoter Score (NPS) can correlate with a six to seven-percent increase in revenue -- the hard bit is constructively incorporating it.
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