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It's not easy to find something to like about air travel these days -- the industry, after all, has the lowest customer satisfaction ratings in the economy -- but Gail Bower, president of Bower & Co. Consulting, has: the self-service kiosks that just about every airline now uses to handle automated tasks. They are easy to use and they keep the lines down to a minimum, she commented. And they are smart -- a trait Bower experienced firsthand on a recent trip to Florida.
self-service must be part of a multi-channel approach!
Posted by: allenbonde 2008-07-29 14:41:23 In reply to: Erika Morphy
Self-service can clearly generate a big payoff. Yet, a recent study our team did shows that SS adoption is actually reaching a plateau. Why? Certainly there are still technical limitations and companies rarely *really* listen to user needs. But more importantly, there needs to be an easy way to get live assistance, whether in person, on the phone or online.
