Stakeholders are always giving feedback, are we harnessing it?

The office was buzzing, as usual. Rajiv Desai, a CEO of an Indian mid-sized manufacturing company, stared at his phone screen. A customer review popped up on his screen—a public complaint about delayed deliveries. He sighed, knowing it wasn’t the first time. As his phone vibrated again, this time with an email from an investor expressing concern over quarterly performance, Rajiv felt his chest tighten. Across the floor, his HR manager was in a heated conversation with a team member over employee satisfaction surveys. That too hadn’t been going well. 

Rajiv pushed his chair back, stood up, and walked toward the large glass windows of his office. Staring outside at the busy city streets, he felt the weight of these voices, many unspoken, yet undeniably present. The whispers of dissatisfied employees, the murmur of restless customers, the quiet concerns of anxious investors—each one pulling him in different directions, yet all pointing to the same problem. 

The feedback was all there, constantly streaming in. The issue wasn’t about receiving it; it was about making sense of it in real-time, extracting the signal from the noise. What if he could hear it before the complaints became crises? What if there was a way to anticipate dissatisfaction, spot trends, and course-correct before it was too late? Rajiv’s thoughts trailed off as he wondered how businesses were supposed to stay afloat when they’re bombarded with feedback but have no way of filtering, analyzing, or reacting fast enough. 

Silence, the Unspoken Feedback 

This scenario plays out in countless boardrooms and executive offices across India. The truth is, your stakeholders—customers, employees, vendors, investors, partners, and others—are always giving feedback. But not always in the way you would expect. They may not be filling out forms or participating in surveys as regularly as you'd like, but their actions, their behaviors, their silences—they all send messages. 

Every time an employee leaves their desk disheartened after a meeting, every time a vendor calls with a concern about contract terms, and every time a partner hesitates before agreeing to a deal, feedback is being delivered. Yet, most businesses are not equipped to receive it. Instead, they rely on formal methods—periodic surveys, performance reviews, and annual reports. While useful, these are too slow, and too rigid for a world where markets shift overnight and crises can erupt with a single tweet.  

A study by Gallup has found that organizations that prioritize implementing real-time feedback mechanisms report productivity increases of up to 30%. Another study, by the Aberdeen Group, has found that companies utilizing real-time customer feedback have a 33% higher likelihood of retaining their customers. 

What if there were a way to capture subtle signals in real-time, to tap into the unspoken feedback that flows constantly through every touchpoint in your business? A feedback mechanism that could read between the lines and analyze sentiment as quickly as it's expressed, using AI and advanced analytics to provide insights in minutes rather than months. 

This is not just a hypothetical. It is happening now. 

Win-Win Outcomes—Redefining Success 

The business ecosystem is at a tipping point. The unpredictability of today’s market demands agility, and agility comes from understanding your stakeholders in real-time. No longer can we afford to view stakeholder feedback as an afterthought or something to be dealt with only when cyclical reports are in. If businesses want to stay relevant, they must treat stakeholder experience as the foundation upon which every decision is made. 

At the heart of this shift is a simple but powerful idea: businesses exist to serve not just shareholders but all stakeholders. Customers, employees, partners, investors, and vendors are all critical to a business’s success, and each has a unique perspective that, when considered, can drive better outcomes for everyone. By integrating real-time feedback from all these groups, business leaders can create win-win scenarios—solutions that benefit everyone involved. This approach is not about being reactive, waiting to receive complaints or concerns. It’s about recognizing that every interaction is an opportunity to build trust, strengthen relationships, and create long-term value. 

Business leaders must consciously realize their purpose of delivering win-win outcomes. It’s not enough to talk about stakeholder experience; it must be embedded into the very fabric of how businesses operate. This is where FayrEdge’s EXP360 platform becomes invaluable. It offers business leaders the ability to harness real-time insights that go beyond traditional feedback mechanisms, empowering them to lead with foresight.  

EXP360 Suite–the world’s first unified multi-stakeholder experience platform–is pioneering the shift to AI-driven feedback. By integrating real-time feedback from customers, employees, vendors, partners, and even candidates and CSR stakeholders under one roof, it allows businesses to access a holistic view of their stakeholder ecosystem, as it shapes up. But it’s more than just a collection of feedback. Backed by people science, analytics, and state-of-the-art digital technology, EXP360 uses AI and large language models (LLM) to analyze these insights almost instantly. Within minutes, business leaders can understand emerging trends, predict potential disruptions, and adjust their strategies accordingly. 

Conclusion—The Future of Feedback 

As Rajiv Desai stood by his window, watching the chaotic movement of the city below, he began to see things more clearly. Feedback wasn’t something one waited for; it was something that was always there, flowing through the very interactions businesses have with the world. The challenge is not in getting feedback, but in listening to it, interpreting it, and acting on it in real time. 

In a world that demands constant adaptability, those who succeed will be the ones who embrace this new reality—who see stakeholder voice in decision-making not as a burden but as a gift. The future is clear: prioritize stakeholder experiences, harness real-time feedback, use AI and machine learning for experience optimization, and lead with the agility that today’s market demands. Anything less, and you will find yourself falling behind.