Turning sentiments into data or emoticons gone mad?

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.

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This entry was posted in Chap 08 Queuing and customers, Sector: Financial Services and tagged . Bookmark the permalink.

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