I've had several conversations with clients lately on customer satisfaction, retention, and profitability. All of my clients agree—satisfying customers is crucial to their success. Yet, when I ask them how they handle customer complaints and feedback, their responses are less than unified. Some say they read every customer feedback email, form or letter, note the comment(s), and take appropriate corrective action. Others say they disregard the worst and the best for the week (they consider...