Comments on: Customer Channel Dis-Integration

By: Who Owns the Online Customer Channel? â€” CIO Dashboard

Who Owns the Online Customer Channel? â€” CIO Dashboard — Thu, 06 Jan 2011 15:48:18 +0000

[…] brand and community, position products, enhance sales, or build thought leadership as part of a multi-channel strategy? What is the desire in using web2.0 / social media do drive customer engagement? For the simplest […]

By: Toby Redshaw

Toby Redshaw — Tue, 12 Jan 2010 09:52:41 +0000

Hmmm not sure I like the typical Yank* generalization that this experience indicates that ‘we don’t have it so bad in the US’ implying at least India and maybe everything outside of the US is underdeveloped and lagging in some way. I have had similar experiences with United at O’hare and heaven forbid there’s snow in the area…
On a more business related point we are seeing more and more indpendent progress in e-channels that makes a firm’s non e-channels look even worse…

* see a sweeping logical step branding a large group does feel wrong

By: Toby Redshaw

Toby Redshaw — Tue, 12 Jan 2010 09:52:00 +0000

* see a sweeping logical step branding a large group does feel wrong

By: Narc

Narc — Mon, 11 Jan 2010 04:06:26 +0000

With all the integration in the world, India will always be India.
Complexity is a state of mind over there !

By: Narc

Narc — Mon, 11 Jan 2010 04:06:00 +0000

With all the integration in the world, India will always be India.
Complexity is a state of mind over there !

By: Arun Manansingh

Arun Manansingh — Thu, 31 Dec 2009 15:05:09 +0000

My wife and I had a similar experience at Delhi airport about 2 years ago. In addition to the ticket fiasco, there was the famous Delhi fog which grounded flights. My wife and I were stuck in the airport wo food and water for 4 hours. Then once we boarded the plane, stuck on the plane again wo food or water for 6 hours. I have never been in such an ordeal nor seen such agitated passengers. There are such obvious bottlenecks. Is it that hard for them to fix it? I will never fly from Delhi, train service is the way to go.

By: Arun Manansingh

Arun Manansingh — Thu, 31 Dec 2009 15:05:00 +0000

By: Nadir Khan

Nadir Khan — Tue, 29 Dec 2009 06:33:31 +0000

Great article!

The fact that as a customer you could pin-point the airline’s bottlenecks (which goes to show how obvious they were) yet the airline itself is oblivious of them, shows they aren’t customer centric but only revenue centric. What they don’t know I guess, is that the latter is heavily dependent on the former… so they are losing a lot of potential revenue by not taking care of the leaks in the processes.

By: Nadir Khan

Nadir Khan — Tue, 29 Dec 2009 06:33:00 +0000

Great article!

By: Amit Nangalia

Amit Nangalia — Mon, 28 Dec 2009 19:51:34 +0000

This reminds me of a time when I had to make changes to an airline reservation for a ticket booked via priceline. The airline was incapable of making any changes whatsoever, and I had to go through Priceline to make the change. I think US airlines also have some room to integrate their customer experience within the web channel itself.