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The Dangers of Linking Pay to Customer Feedback

Harvard Business Review

Problems with sample selection, changes in the mix of customers, differences in response rates, and inadequate sample sizes can lead to scores that fluctuate wildly or are otherwise unreliable. When you begin to quantify customer feedback, employees and managers may not know how to move them in the right direction.

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The Comprehensive Business Case for Sustainability

Harvard Business Review

Building Customer Loyalty. Another study found that revenues from sustainable products and services grew at six times the rate of overall company revenues between 2010 and 2013, among the 12 members of the S&P Global 100 sampled (Singer, 2015). This can disrupt a firm’s ability to operate on schedule and budget.

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What Every Manager Should Know About Machine Learning

Harvard Business Review

Here are a few examples of prediction problems in a business: Making personalized recommendations for customers. Forecasting long-term customer loyalty. The most important test is whether the model is accurate “out of sample”, which is when the model is making predictions for data it has never seen before.