The non-verbal cues we normally share – our body language, gesture clusters, tone of voice, emotional health, etc. – this information was missing. Simply put, impersonal channels like email don’t automatically include the information we needed to evaluate a request.
The real question is, how do you scale this? How do you approach hundreds or thousands of customers with your request for a review? Who on earth has the time to speak to thousands of people, one-on-one? You do.
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