You may or may not be a fan of Dave Gorman’s Modern Life is Goodish. But I’m a fan, especially since many of the things he talks about are related to operations management – seen very much from his somewhat idiosyncratic perspective. In this clip he takes a swipe at the way in which service providers use technology to elicit how people feel about the situation they are in. I think he makes a couple of good points…. especially in relation to establishing an international standard for eliciting customer satisfaction through the use of coloured emoticons.