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Listen to Your Employees, Not Just Your Customers by Beth Benjamin Harvard Business Review https://hbr.org/2016/08/listen-to-your-employees-not-just-your-customers August 15, 2016 In 2014, Michael Callahan, then head of customer experience at Hulu, had a mystery on his hands. When the big video streaming service surveyed customers who renewed subscriptions, it discovered, paradoxically, that some customers stayed with Hulu… Read more »