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Stop Asking Me For Feedback!

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Feedback

I am a heavy online shopper. Except for purchasing groceries and pants, all my consumerism occurs online — vitamins, books, socks, hygiene products, office supplies, and furniture. Click-click-click… I am done. A few days later, often the next day, my purchase arrives. Shopping online defines minimal effort.

However, the convenience of shopping online is accompanied by an annoyance, the immediate request for feedback. Have companies become needy, or are they trying to avoid paying for market research, hence getting their customers to do it for free with the added benefit of getting immediate responses — who does not love immediate gratification?

Last week I ordered Jenny Jackson’s debut novel, Pineapple Street, online. Instantly I received a “Rate my Shopping Experience” email. I had no “shopping experience;” I just bought a book. I bought Pineapple Street online to steer clear of the “shopping experience” requiring I leave the comfort of my home, drive in traffic, find parking, navigate a crowded mall, and deal with a disinterested retail associate.

Kitchen sponges, a five-pack of AAA batteries, beta fish food, four cases of mango bubly™ sparkling water, and a car cover for my ’82 Corvette, all recently bought online, are some of the things I have been asked to give feedback on.

My feedback: Cleaned like a sponge is supposed to, adequately generated electricity, awaiting fish feedback, quenches my thirst, keeps the dust off my Vette.

I hate reviewing my online purchases, so I rarely do so. However, I do a fair amount of Google reviews regarding my dining experiences; after all, Caesar salads vary considerably from restaurant to restaurant, as do dining experiences. I tell myself that I write these reviews with the noblest intentions; to prevent others from having a negative dining experience or help them find something new and enjoyable. I do not, I repeat, DO NOT, write Google reviews to “be seen.”

Today businesses live in fear of Google Reviews, TripAdvisor, Trustpilot, and Yelp. As social media has brought out the worst in people — anger at the world, sense of entitlement, and self-righteousness — Amazon customers write one-star reviews of books they have not read because the envelope was torn.

Alternatively, there is the idyllic parallel universe of Airbnb, in which review reciprocity is often a powerful deterrent, leading to cat-hair-filled fleapits and unreasonable guests receiving five stars. Emotional subjectivity and serving one self-interest have made online reviews meaningless, even misleading.

On the other hand, because many people take what they see and read on the Internet and in their social media feeds as the gospel truth, meaningless as reviews are, businesses significantly benefit from positive online reviews. It cannot be denied that online reviews contribute to establishing and maintaining a business’s and/or product’s internet reputation, by providing the type of social proof that influences purchasing decisions or deciding whether to visit a business.

Over 90% of online shoppers read reviews, according to a PowerReviews report from 2021. Furthermore, 96% of customers look for negative reviews specifically. Not surprisingly, research shows that 91% of 18 to 34-year-olds regard online reviews as equally trustworthy as personal recommendations.

While online reviews are seeing a rise in consumer trust, the same cannot be said for traditional advertising. According to Performance Marketing World, 84% of millennials do not trust online advertising. This finding is a sign of the times. People are tired of ads being pushed on their faces, especially since most ads misrepresent the truth about the quality of the product or service.

On the one hand, online reviews taken with a few grains of salt, they can be an integral part of a consumer’s decision-making process. On the other hand, there is an inherent systematic problem with online reviews — they tend to overrepresent extreme viewpoints.

Consider the last time you purchased a product online. Inevitably you were asked to provide a review. Did you do it? If you did, you most likely either loved or absolutely hated the product or service. If you had a moderate view or an expected result — the mango bubly™ sparkling water tasted like mango — then odds are you did not bother leaving a review; it was not worth your time and effort. Like when it comes to political action, there is a “silent majority” among consumers. “The dish towels I bought on Wayfair dries my dishes. What more do you want me to say?”

This yin-yang between unhappy and extremely happy consumers is the problem of online reviews. Online reviews have a high degree of polarization, with many extreme positive and/or negative reviews and few moderate opinions. Creating divisiveness is, unfortunately, what the Internet does exceptionally well and with utmost efficiency.

I see feedback as history. All I ask of an e-commerce site is they get my order right the first time, and if I am unhappy and want to complain, I should be able to do so easily, and, more importantly, I will be listened to.

______________________________________________________________

 

Nick Kossovan, a self-described connoisseur of human psychology, writes about what’s on his mind from Toronto. You can follow Nick on Twitter and Instagram @NKossovan

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Canada’s Denis Shapovalov wins Belgrade Open for his second ATP Tour title

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BELGRADE, Serbia – Canada’s Denis Shapovalov is back in the winner’s circle.

The 25-year-old Shapovalov beat Serbia’s Hamad Medjedovic 6-4, 6-4 in the Belgrade Open final on Saturday.

It’s Shapovalov’s second ATP Tour title after winning the Stockholm Open in 2019. He is the first Canadian to win an ATP Tour-level title this season.

His last appearance in a tournament final was in Vienna in 2022.

Shapovalov missed the second half of last season due to injury and spent most of this year regaining his best level of play.

He came through qualifying in Belgrade and dropped just one set on his way to winning the trophy.

Shapovalov’s best results this season were at ATP 500 events in Washington and Basel, where he reached the quarterfinals.

Medjedovic was playing in his first-ever ATP Tour final.

The 21-year-old, who won the Next Gen ATP Finals presented by PIF title last year, ends 2024 holding a 9-8 tour-level record on the season.

This report by The Canadian Press was first published Nov. 9, 2024.

The Canadian Press. All rights reserved.



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Talks to resume in B.C. port dispute in bid to end multi-day lockout

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VANCOUVER – Contract negotiations resume today in Vancouver in a labour dispute that has paralyzed container cargo shipping at British Columbia’s ports since Monday.

The BC Maritime Employers Association and International Longshore and Warehouse Union Local 514 are scheduled to meet for the next three days in mediated talks to try to break a deadlock in negotiations.

The union, which represents more than 700 longshore supervisors at ports, including Vancouver, Prince Rupert and Nanaimo, has been without a contract since March last year.

The latest talks come after employers locked out workers in response to what it said was “strike activity” by union members.

The start of the lockout was then followed by several days of no engagement between the two parties, prompting federal Labour Minister Steven MacKinnon to speak with leaders on both sides, asking them to restart talks.

MacKinnon had said that the talks were “progressing at an insufficient pace, indicating a concerning absence of urgency from the parties involved” — a sentiment echoed by several business groups across Canada.

In a joint letter, more than 100 organizations, including the Canadian Chamber of Commerce, Business Council of Canada and associations representing industries from automotive and fertilizer to retail and mining, urged the government to do whatever it takes to end the work stoppage.

“While we acknowledge efforts to continue with mediation, parties have not been able to come to a negotiated agreement,” the letter says. “So, the federal government must take decisive action, using every tool at its disposal to resolve this dispute and limit the damage caused by this disruption.

“We simply cannot afford to once again put Canadian businesses at risk, which in turn puts Canadian livelihoods at risk.”

In the meantime, the union says it has filed a complaint to the Canada Industrial Relations Board against the employers, alleging the association threatened to pull existing conditions out of the last contract in direct contact with its members.

“The BCMEA is trying to undermine the union by attempting to turn members against its democratically elected leadership and bargaining committee — despite the fact that the BCMEA knows full well we received a 96 per cent mandate to take job action if needed,” union president Frank Morena said in a statement.

The employers have responded by calling the complaint “another meritless claim,” adding the final offer to the union that includes a 19.2 per cent wage increase over a four-year term remains on the table.

“The final offer has been on the table for over a week and represents a fair and balanced proposal for employees, and if accepted would end this dispute,” the employers’ statement says. “The offer does not require any concessions from the union.”

The union says the offer does not address the key issue of staffing requirement at the terminals as the port introduces more automation to cargo loading and unloading, which could potentially require fewer workers to operate than older systems.

The Port of Vancouver is the largest in Canada and has seen a number of labour disruptions, including two instances involving the rail and grain storage sectors earlier this year.

A 13-day strike by another group of workers at the port last year resulted in the disruption of a significant amount of shipping and trade.

This report by The Canadian Press was first published Nov. 9, 2024.

The Canadian Press. All rights reserved.



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The Royal Canadian Legion turns to Amazon for annual poppy campaign boost

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The Royal Canadian Legion says a new partnership with e-commerce giant Amazon is helping boost its veterans’ fund, and will hopefully expand its donor base in the digital world.

Since the Oct. 25 launch of its Amazon.ca storefront, the legion says it has received nearly 10,000 orders for poppies.

Online shoppers can order lapel poppies on Amazon in exchange for donations or buy items such as “We Remember” lawn signs, Remembrance Day pins and other accessories, with all proceeds going to the legion’s Poppy Trust Fund for Canadian veterans and their families.

Nujma Bond, the legion’s national spokesperson, said the organization sees this move as keeping up with modern purchasing habits.

“As the world around us evolves we have been looking at different ways to distribute poppies and to make it easier for people to access them,” she said in an interview.

“This is definitely a way to reach a wider number of Canadians of all ages. And certainly younger Canadians are much more active on the web, on social media in general, so we’re also engaging in that way.”

Al Plume, a member of a legion branch in Trenton, Ont., said the online store can also help with outreach to veterans who are far from home.

“For veterans that are overseas and are away, (or) can’t get to a store they can order them online, it’s Amazon.” Plume said.

Plume spent 35 years in the military with the Royal Engineers, and retired eight years ago. He said making sure veterans are looked after is his passion.

“I’ve seen the struggles that our veterans have had with Veterans Affairs … and that’s why I got involved, with making sure that the people get to them and help the veterans with their paperwork.”

But the message about the Amazon storefront didn’t appear to reach all of the legion’s locations, with volunteers at Branch 179 on Vancouver’s Commercial Drive saying they hadn’t heard about the online push.

Holly Paddon, the branch’s poppy campaign co-ordinator and bartender, said the Amazon partnership never came up in meetings with other legion volunteers and officials.

“I work at the legion, I work with the Vancouver poppy office and I go to the meetings for the Vancouver poppy campaign — which includes all the legions in Vancouver — and not once has this been mentioned,” she said.

Paddon said the initiative is a great idea, but she would like to have known more about it.

The legion also sells a larger collection of items at poppystore.ca.

This report by The Canadian Press was first published Nov. 9, 2024.

The Canadian Press. All rights reserved.



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