One week last autumn, I hit my customer feedback limit. I had seen my doctor and done some online shopping. Then I went on a vacation to Europe that involved three airlines and three hotel stays. At every turn, I was bombarded with dozens of requests for feedback, often multiple times from the same company, for two or more aspects of the same interaction.
If they ask you a question, you've got to respond to me directly and not go up that chain of command. The chain of command starts to edit it and fine-tune it. The bureaucracy does want to control you, so you've got to kill the bureaucracy.
Thomas says that combination has sharpened his understanding of why many large companies fail to innovate. "It comes down to one word," he says. "Iteration." Thomas explains that most large organizations are wired for scale, not speed. Their instinct is to map out multi-year roadmaps and place bold, high-stakes bets-an approach that runs counter to the quick experimentation and continuous feedback loops that true iteration requires. In most big companies, he says, that kind of flexible, trial-and-error mindset simply isn't part of the culture.
Have we, as a society, reached peak customer satisfaction survey? It's not unexpected to be asked to submit feedback, either on an internal system or on a public-facing website like Tripadvisor, for everything from a hotel stay to a technology helpline. It isn't hard to understand why companies ask for this, or even why they would incentivize filling them out. But there's also a big question: at what point do efforts to get feedback go too far?
Bike Ahead Composites unveils the Superfast gravel bike, integrating feedback from potential customers to create a versatile bike with various configurations to suit diverse preferences.
"Every year for our World's Best Awards survey, T+L asks readers to weigh in on travel experiences around the globe-to share their opinions on the top hotels, resorts, cities, islands, cruise ships, spas, airlines, and more."
I spent literally an hour refreshing for the burger pass, what incredible incompetence. After setting an alarm to be up for this, enter my address, and BOOM it's all sold out.
