Revolutionizing Real-Time Customer Feedback and Operational Transformation With Steven Peltzman

About Guest

Steven Peltzman is the CEO of FeedbackNow, a company that provides real-time customer experience monitoring solutions using physical sensors and digital platforms for spaces like airports, hospitals, and retail locations. Under Steven’s leadership, FeedbackNow has deployed its technology in major US airports and leading healthcare facilities, helping organizations move from traditional surveys to actionable, real-time feedback, with proven impact on both customer satisfaction and operational efficiency. Steven's diverse career spans roles as an Air Force officer in stealth technology, CTO at the Museum of Modern Art, and Chief Business Technology Officer at Forrester Research.

In this episode…

Real-time customer feedback has become one of those ideas that everyone claims to value, yet few organizations truly know how to use. It’s easy to gather opinions after the fact, but far harder to understand what’s really happening while an experience is unfolding. What if companies could see issues the moment they emerge and fix them before customers even complain?

According to Steven Peltzman, a longtime leader in technology-driven customer experience innovation, the answer starts with capturing what people feel in the exact moment they feel it. Drawing from his experience building systems that merge digital intelligence with physical-world interactions, Steven explains that real-time signals reveal patterns surveys will never catch. He shares how airports, hospitals, and convenience stores are transforming operations by reacting instantly to sentiment shifts and predicting problems before they escalate. And with multiple data streams working together, he believes companies can finally bridge the gap between insight and action.

In this episode of the Revenue Engine Podcast, host Alex Gluz is joined by Steven Peltzman, CEO of FeedbackNow, to discuss how real-time customer feedback is reshaping operations. They explore how sensor-driven insights outperform traditional surveys, how organizations can react and predict issues in the moment, and why certain industries are primed for transformation. Steven also shares how tying feedback to outcomes like revenue unlocks true operational change.

A glimpse of what you will learn

• [01:13] How physical sensors revolutionize real-time customer experience data
• [02:17] Steven Peltzman’s journey from stealth bombers to customer feedback innovation
• [05:09] How FeedbackNow pivoted quickly during the pandemic crisis
• [10:27] The three game-changing uses of real-time feedback data
• [19:36] How correlating outcomes turns feedback into measurable revenue
• [25:18] Why QR codes often fail for real-world feedback collection
• [34:18] The strategy behind shifting from hardware to insights subscription

Resources Mentioned in this episode

• Alex Gluz on LinkedIn
• T.A. Monroe Digital Agency
• Steven Peltzman on LinkedIn
• FeedbackNow
• Forrester

Quotable Moments

• "We pivoted the platform to pull in different types of sensor data, such as people counting."
• “We innovated internally to create a platform where we can collect that kind of real-time customer data.”
• "Everything we do lowers labor costs. And in this day and age, that's super, super critical."
• "There are varying degrees of feedback that you can try to get: surveys, QR codes, buttons, and they all have pros and cons and they all have the right places."
• “It's really a feedback loop that we're trying to create. So sense all the things that are going on and then bring in what I call outcomes.”

Action Steps

1. Start capturing real-time customer signals: Acting on immediate sentiment and activity data helps organizations fix issues before they escalate.
2. Combine multiple data sources for deeper insight: Integrating sentiment, traffic, and operational metrics reveals patterns that traditional surveys consistently miss.
3. Shift operations from scheduled to dynamic: Moving away from rigid routines toward responsive workflows reduces labor waste and improves customer experience.
4. Correlate customer signals with business outcomes: Tying feedback to revenue, satisfaction scores, or efficiency highlights which actions create the greatest impact.
5. Pilot small before transforming broadly: Testing sensors and workflows in one area builds confidence, proves value, and smooths the path for larger organizational change.

Sponsor for this episode

This episode is brought to you by T.A.Monroe Digital.At T.A.Monroe, we build world class revenue engines for B2B SaaS companies. What that means is we do everything behind the scenes to generate you tons of qualified leads, opportunities and customers.

1. We build highly effective marketing systems and scale their profitably through our demand generation strategies.
2. We think scientifically on how to scale your demand and revenue.
3. We bring decades of experience.

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Email us at alex@tamonroe.com or visit www.tamonroe.com today to schedule a strategy session or learn more about our mission.