DailyPost 1133
FEEDBACK FANTASY
What is the fantasy of every business enterprise / employee in the world to become fully customer centric. It all sounds hunky-dory heralding the age of the customer. The reality is that a whole make believe world can be created on these feedbacks. With bots operating at full speed nobody even knows how and why it has been generated. Before you finish your transaction a feedback form is right there, on your platter in variety of ways; tab or card or stars or smileys. With the digital marketing at the one end and feedback on the other, the supply chain of the customer’s mind is made to be completed.
Nearly every enterprise and even individual claims of an excellent feedback, but how does it so happen? How is this interesting feedback ecosystem created, the beauty is, it feeds on itself. In the days of yore there were well known shops or services which had made their name after decades of hard work, no branding done and yet a brand no one could challenge. The feedback was the long queues outside such shops braving heat and sun. They had never taken any feedback.
The person asking for the feedback generally keeps eyeing on you, surveillance types to see what you are filling. Somebody midway will try asking you as to how you liked the food or whatever? To make things convenient for you, they would provide the stars, numbers or what not? Indians are shy in stating the facts, some fellows want to help the employee or whatever, end up giving inflated feedbacks. Many employees request for a good feedback as it would impact them. It might be an experience of a few air passengers too.
What services / products have been called back because of bad feedback? All books on online platforms have a great feedback? Was it even read? Feedback Fantasy is a term to define the inherent desire to get hundred percent excellent feedback or nearest to it. It’s strange that the business intuition needs feedback as a main tool. That is not the case. It is to sustain and prosper with least effort. WhatsApp never took feedback nor did One Plus. Feedback might be another tool of branding that too fast and easy.
FEEDBACK AS A BUSINESS ACTIVITY IS BASED ON A METICULOUS COST BENEFIT ANALYSIS.
Sanjay Sahay