Dee Snider, the frontman for Twisted Sister, “wanted to write an anthem for the audience to raise their fists in the air in righteous anger” and the result was the transcendent hit, We’re Not Gonna Take It. Over time, the song took on new meanings. In 1985, a year after its release, it meant fighting censorship attempts by the Parents Music Resource Center (PMRC) and led to Dee Snider testifying before the US Senate. More recently, in a somewhat ironic twist, striking teachers in Oklahoma belted out the song as their battle cry.
Michael Podolsky once had a customer experience so bad that he, too, decided he wasn’t going to take it anymore. In 2006, he started the consumer review and advocacy platform, Pissed Consumer.
We discuss:
- The psychological needs of customers and AI’s potential role in fulfilling it
- Why AI will decrease the quality of customer service
- The value of negative feedback
- The misinterpretation of consumers who leave negative reviews
- The main disconnect between companies and consumers
- Mechanically creating psychological understanding for agents
- Why consumers seek out 3rd party platforms for reviews
Connect with Mike on LinkedIn
Music courtesy of Big Red Horse
