Run the Inner and Outer Loop
Separate individual recovery actions from systemic closed-loop improvements.
Live case Four customers mention the same cancellation-policy surprise. Support can refund one customer today, but Legal owns the policy wording and Product owns the cancellation flow. The walk forces a choice between recovery, root cause, and communication so both loops stay connected. Framework Closed-loop feedback: inner loop and outer loop The inner loop and outer loop solve different problems. The inner loop is the customer-level response: acknowledge, recover, explain, and set expectations. The outer loop is the organizational response: aggregate evidence, identify root cause, change the policy, process, product, or communication that created the issue. If you only run…
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