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.

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

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