How can companies ensure that the feedback collected from customers and employees is effectively used to drive positive outcomes within the organization, rather than just being seen as a routine part of operations?

To ensure that feedback collected from customers and employees drives positive outcomes within the organization, companies should first establish a clear process for collecting, analyzing, and acting upon feedback. This includes setting specific goals and objectives for feedback collection and ensuring that feedback is regularly reviewed and addressed. Companies should also prioritize transparency and communication, sharing feedback results with employees and customers and demonstrating how their input is being used to drive improvements. Lastly, it is important for companies to foster a culture of continuous improvement, where feedback is valued and acted upon at all levels of the organization.