James Allen is co-leader of the global strategy practice at Bain & Co. and co-author of “The Founder’s Mentality.” Customer-feedback surveys are everywhere: at the bottom of cash-register receipts, at the end of phone calls with customer-service reps, and clogging the email inbox. Recently, I saw an electronic touch screen in an airport bathroom, soliciting […]

Source: Wall Street Journal May 04, 2018 11:03 UTC