tripadvisor

This is what is wrong with every online review: people who leave 7/10 reviews when they are fully satisfied, don’t buy from companies who get 7/10 reviews.

It’s not intentional, we simply don’t understand our role: while we thought we were taking part in a customer feedback exercise, we just became the head of HR.

For the minute it took to write my review, I was nothing short of the CEO. And therein lies the problem.