We are living in a feedback culture. Traveled lately? Uber wants to know how your ride to the airport was. Your airline? An emailed survey is waiting for you on arrival at your destination. Checking out of your hotel? Have a goodbye survey on the house. Had a meal? Make sure you take the opportunity to complain (on Google, Yelp, etc.) about the server who accidentally brushed your shoulder while pouring your overpriced Malbec. Or rave about the innovative creme brulee and brioche hybrid that is the heir apparent to the cronut as a worthy “queue them up” for hours artery-clogger. It’s easy. Just a few clicks, and the world will be enlightened with your opinion. And your service provider can “improve the experience” for the legions of satisfied customers to follow.
In fact, service providers in multiple industries are quite busy turning your technological toys into “review generation machines” — because they can. Purchase an item online, and be prepared to answer questions about the item, the purchasing experience, and even the process of returning “crappier in real life than it looked on my Retina Display iMac/iPhone/iPad” item as well. While you are at it, maybe you have some thoughts on the packaging too. If so, the good folks who supply online retailers with corrugated cartons of all shapes and sizes would sure appreciate hearing about it.
There is no doubt that technology has fostered this “connectivity” between consumer and service provider in a quite mind-boggling way. And that those service providers are not shy about exploiting it. Many times, we do not even realize just how much our thinking has changed on this issue….