Tech Republic recently posted a list of 10 ways failure leads to success.
I especially like #9.
9: Postmortems – If you don’t do postmortems on lost customers and failed product launches and marketing campaigns, you’re far less likely to get it right the next time.
We regularly conduct customer satisfaction surveys to discover how our service is perceived by our clients. I sometimes run into clients who have had a negative experience with us. When this happens, I try to get as much detail as possible from them so we can discover what we did wrong, how we can make it right, and how we can prevent this from occurring in the future.
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