Do You Really Care About Your Customer?

So let's see if you pass the Professor's test criteria:

1. Do you put your 800 Number/access telephone in the work flow before he/she purchases?
2. Do you answer your phone and have metrics for acceptable performance
3. Is your service consistent no matter which channel your customer reaches you.
4. Do you reward your staff based on number of calls rather than quality of calls?
5. Do you give your agents the ability to solve the customer's issue including paying compensation
6. Do you have more than 2 layers of escalation from the first call touch point.
7. Do you actually answer emails?

I think you get my point. I cannot think of any one Travel Business that has the right characteristics. And before you throw lots of rotten eggs at me - look inward first. Is it really a question of money?

So let me ask you if you understand what are the two things that the customer wants you to care about?

1. Don't treat me like an idiot
2. Remember that my time is more precious than yours.

If your philosophy enables your customer to feel that you actually are treating them with respect - firstly cut out that trashed old script. Throw out the efficiency paradigm. Efficiency is not the only metric. And take the time to understand his issue. And cardinal rule according to the professor is to let the customer take control of the conversation even if it is to allow him to rant.

One of my favorite writers about the Web is Gerry McGovern and his weekly piece is usually a tooth jarring reminder about our obligations and trust - sacred that it is - to the customer. The current arrogant behavior that many travel companies take to their user community is shameful.

In fact I try and stop using the word customer at all.

So let me leave you with the end comment on Gerry's blog: "What's the best attribute your web team can have? Caring about your customers time. Treat their time as a truly precious thing. Treat them as intelligent. Focus on service. Focus on what the customer wants to do, not what you want the customer to do. Solve their problem, not yours. It's a shift in thinking but it's where the future lies."

Cheers

An iPad for $499? How about $1170!

OK so I will admit I am biased because I really do dislike the "ancillary" revenues that an iPhone extracts from its seemingly (in other moments) sane and rational people.

So I went to Best Buy and looked at a fully functioning netbook from HP mini 210-1010nr Black netbook featuring an Intel N450 Processor with 1GB Memory and 160GB Hard drive. $299.99. Add an extended warranty ($45) Shipping (free but lets add $25) A case (it comes with a slip case) $0. I could extend the memory. But it's a multi tasking machine. So far I have a comparable machine but no 3G wireless support. The iPad requires a 2 year 3G data plan....

So I left Best Buy and wandered over to the AT&T Wireless store. I can buy a Netbook (the same machine) for only $199. it comes with Wifi and 3G built in. Ah ha! A comparable machine.

So the numbers are $199+protection $99. and? Well nothing else. Total including tax $317.58 (tax included). Shipping was free. Add back some additional accessories - add another $49 - making a total $371.40.

So how did I come up with the $1170 price? Go check out this article.

So will I pay - lets be kind $800 for an extra 20% of screen real estate and a REALLY COOL device? Oh yes and remember the iPad is a single tasking machine.

And that data plan price? Standard pricing is $35 for 200MB/month or $60 for 5GB per month. Roaming internationally? It is $19.50 PER MEGABYTE. To put that in perspective. The average web page size is 60KB or $1.17 PER WEB PAGE.

So if its all the same to you - I think I will pass on the iPad.

Cheers


Cheers