What metrics do you use to run your business? What if you decided to look at your measurement program and find some of your metrics to flip on their head? For instance, instead of focusing on reducing customer complaints, what if you specifically sought and designed programs to increase your customer complaints?
Seeking feedback is one of the most powerful ways any business can find opportunities to improve and grow, so why do we want to reduce the number of times a customer tells us when we could be doing something better?
Try it and let me know what you learn.