It’s something I noticed especially when traveling. Whenever I think “wow that went smoothly” or the opposite “why does this always have to be such a struggle,” it boils down to “are humans involved?” — directly impacting on the overall customer experience.
Hotel check-ins are customer experience suckers #1. You make your reservation online, provide everything from your name to credit card information, and then when arriving at the hotel, you have to give the same information again. Including writing down your phone and email address on which you already received an Apple Wallet confirmation that turns out to be completely useless.
But it can be different. Take the Hertz car rental customer experience at most large airports. Make your reservation online, and when you arrive at your destination, you have e an email in your inbox with a stall number. There you find your car with the keys already in the ignition, drive to the exit, validate your credit card, and done. No queue, no waiting, no need to provide the information you already provided. And: almost no human interaction.
And Hertz knows their customers love this experience. Last December they announced taking it even further: no more handing in your credit card, no: facial recognition and
Customer experience is a hot topic in most industries, especially in the travel, tourism and hospitality branch. Is their
Humans bring something: the personal touch, the personality. And in the end, I don’t believe it is the person to blame when you have a bad customer