The Dark Side of Customer Centricity

The issue with rating systems is that sometimes they get people fired, when they really shouldn’t.

This is the dark side of customer-centricity; where careers are ended by a bad review. You can find comparative examples across multiple industries. Like low scoring Uber drivers finding themselves kicked off the service or the hotel employee who was fired after an anonymous and unsubstantiated Trip Advisor review. Even in the usually untouchable halls of academia, professors can find themselves knocked off the tenure track by a bad rating on


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