Todd Leach doesn’t believe customer feedback data only belongs in the marketing department and the C-suite. “That information needs to be in the hands of the frontline employees,” says Leach, Chief Client Officer at SMG, a leading experience management firm that helps clients get smarter about their customers and employees in order to drive changes that boost loyalty and improve business performance. “Getting the data in the hands of frontline employees so they can take immediate action is of the utmost....

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