Periodical
How to Recognize When Your Customers Want You to Act.
| Τίτλος: | How to Recognize When Your Customers Want You to Act. |
|---|---|
| Συγγραφείς: | Zhang, Pengxiang, Zhao, Eric Yanfei, Li, Sali |
| Πηγή: | Harvard Business Review Digital Articles; 8/5/2026, p1-8, 8p |
| Θεματικοί όροι: | Customer feedback, Decision making, Information technology, Punctuality, Attention, Customer services |
| Περίληψη: | The article focuses on the importance of recognizing temporal urgency—when customers expect companies to act—within customer feedback to improve innovation and responsiveness. It argues that beyond understanding what customers want and how they feel, firms must interpret subtle timing cues embedded in continuous digital feedback streams to avoid misaligned responses that can harm trust and retention. Drawing on research and examples from companies like OpenAI, Epic Games, and Microsoft, the authors recommend four actions: preserving original-language feedback with context, integrating urgency indicators into customer-listening systems, developing organizational linguistic intelligence combining AI and local expertise, and linking urgency signals to clear decision protocols. This approach is increasingly critical as rapid innovation cycles and AI-generated summaries risk overlooking nuanced temporal signals essential for timely and appropriate customer-centric action. [Extracted from the article] |
| Copyright 2026 Harvard Business Publishing. All Rights Reserved. Additional restrictions may apply including the use of this content as assigned course material. Please consult your institution's librarian about any restrictions that might apply under the license with your institution. For more information and teaching resources from Harvard Business Publishing including Harvard Business School Cases, eLearning products, and business simulations please visit hbsp.harvard.edu. (Copyright applies to all Abstracts.) | |
| Βάση Δεδομένων: | Complementary Index |
| FullText | Text: Availability: 0 |
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| Header | DbId: edb DbLabel: Complementary Index An: 196137026 RelevancyScore: 1147 AccessLevel: 6 PubType: Periodical PubTypeId: serialPeriodical PreciseRelevancyScore: 1147.42468261719 |
| IllustrationInfo | |
| Items | – Name: Title Label: Title Group: Ti Data: How to Recognize When Your Customers Want You to Act. – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22Zhang%2C+Pengxiang%22">Zhang, Pengxiang</searchLink><br /><searchLink fieldCode="AR" term="%22Zhao%2C+Eric+Yanfei%22">Zhao, Eric Yanfei</searchLink><br /><searchLink fieldCode="AR" term="%22Li%2C+Sali%22">Li, Sali</searchLink> – Name: TitleSource Label: Source Group: Src Data: Harvard Business Review Digital Articles; 8/5/2026, p1-8, 8p – Name: Subject Label: Subject Terms Group: Su Data: <searchLink fieldCode="DE" term="%22Customer+feedback%22">Customer feedback</searchLink><br /><searchLink fieldCode="DE" term="%22Decision+making%22">Decision making</searchLink><br /><searchLink fieldCode="DE" term="%22Information+technology%22">Information technology</searchLink><br /><searchLink fieldCode="DE" term="%22Punctuality%22">Punctuality</searchLink><br /><searchLink fieldCode="DE" term="%22Attention%22">Attention</searchLink><br /><searchLink fieldCode="DE" term="%22Customer+services%22">Customer services</searchLink> – Name: Abstract Label: Abstract Group: Ab Data: The article focuses on the importance of recognizing temporal urgency—when customers expect companies to act—within customer feedback to improve innovation and responsiveness. It argues that beyond understanding what customers want and how they feel, firms must interpret subtle timing cues embedded in continuous digital feedback streams to avoid misaligned responses that can harm trust and retention. Drawing on research and examples from companies like OpenAI, Epic Games, and Microsoft, the authors recommend four actions: preserving original-language feedback with context, integrating urgency indicators into customer-listening systems, developing organizational linguistic intelligence combining AI and local expertise, and linking urgency signals to clear decision protocols. This approach is increasingly critical as rapid innovation cycles and AI-generated summaries risk overlooking nuanced temporal signals essential for timely and appropriate customer-centric action. [Extracted from the article] – Name: Abstract Label: Group: Ab Data: <i>Copyright 2026 Harvard Business Publishing. All Rights Reserved. Additional restrictions may apply including the use of this content as assigned course material. Please consult your institution's librarian about any restrictions that might apply under the license with your institution. For more information and teaching resources from Harvard Business Publishing including Harvard Business School Cases, eLearning products, and business simulations please visit hbsp.harvard.edu.</i> (Copyright applies to all Abstracts.) |
| PLink | https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edb&AN=196137026 |
| RecordInfo | BibRecord: BibEntity: Languages: – Code: eng Text: English PhysicalDescription: Pagination: PageCount: 8 StartPage: 1 Subjects: – SubjectFull: Customer feedback Type: general – SubjectFull: Decision making Type: general – SubjectFull: Information technology Type: general – SubjectFull: Punctuality Type: general – SubjectFull: Attention Type: general – SubjectFull: Customer services Type: general Titles: – TitleFull: How to Recognize When Your Customers Want You to Act. Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: Zhang, Pengxiang – PersonEntity: Name: NameFull: Zhao, Eric Yanfei – PersonEntity: Name: NameFull: Li, Sali IsPartOfRelationships: – BibEntity: Dates: – D: 05 M: 08 Text: 8/5/2026 Type: published Y: 2026 Titles: – TitleFull: Harvard Business Review Digital Articles Type: main |
| ResultId | 1 |