It was probably early in 2023 that I decided enough was enough. I\u2019d been getting plagued with requests for feedback every time I made an online purchase or had an interaction with an organisation; so, I decided I wouldn\u2019t do feedback anymore. It\u2019s been liberating. However, that\u2019s not so say I haven\u2019t wanted to speak my mind occassionally \u2013 especially when I\u2019ve had a bad experience, and I\u2019ve had a few of those recently; but in those circumstances I lodge a complaint. Unfortunately, complaints can be hard work, and even the way the complaint is handled is sometimes itself worthy of a complaint. Perhaps its about time that organisations stopped plaguing us with feedback requests, and started to really examine their interactions with customers. At the moment every organisation seems to be ploughing money into using AI to create so-called intelligent Chat Bots (which I have found to be useless so far). A more productive approach might be to use AI to examine every interaction they have with customers \u2013 verbal and written combined with process statistics about delivery times etc.. The AI would be able to deduce from tone, language and performance whether or not a customer was satisfied or not. The more proactive managements might even be able to use this intelligence to step in and deal with problems as they are happening, rather than just trying to improve processes and training retrospectively.<\/p>\n","protected":false},"excerpt":{"rendered":"
It was probably early in 2023 that I decided enough was enough. I\u2019d been getting plagued with requests for feedback every time I made an online purchase or had an interaction with an organisation; so, I decided I wouldn\u2019t do … Continue reading