The Power of the Thumb

Based on our estimates, only around one percent of Americans are expressing their opinions in the ratings game!

 

Feedback: It’s fast, it’s easy, and it’s influential. “How’m I doin’?” as former New York mayor Ed Koch used to ask constantly. The world wants to know what you think – yes or no, love or loathe, good job, enough already, it rules, it sucks, try this, it never got here.

But based on our estimates, only around one percent of Americans are expressing their opinions in the ratings game. Which means that almost 99 percent of you out there are keeping your opinions to yourselves and passing up the chance to improve things with your candid feedback. Take a few seconds to let the world know what you think of a book, a service, a product – in any context that politely asks. Use your influence. People and organizations will listen. They really don’t have a choice if they want to thrive in this data-driven world.

And organizations. Who’s to blame for this abysmal response rate?

Make sure that you are putting the needs and convenience of your customers first. Be transparent. Make it easy for us. And reward us for helping you. Some organizations are already doing it right, designing feedback directly into their systems. So get with the program or ignore our opinions at your peril.

So what do you think? How are we doing?

Let’s all start using the power at hand, the power of constructive feedback so that we can all benefit.

Peter Zandan, Ph.D., Global Vice Chairman, Hill+Knowlton Strategies