I would have thought that airlines would be looking at every
possible avenue, apart from their focus on mobile networks, to provide
travellers with facilities to entice them.
I for one use my regular flights to India to catch up on emails and
get lots of work done on the PC - if i can no longer take my PC on
board (not sure when restrictions may be lifted), then having broadband
access would at least help.
I've banged on about customer service many times before in this blog, and in my Nasscom blog, so the recent survey on call centres makes interesting - if not particularly new - reading.
The comment about bugbears including customers having to explain their details to several different staff during a call is one thing, but I experienced an even more irritating issue when I applied for a digital TV service last week - having to give the same information to the SAME person several times as he moved from computer screen to computer screen, clearly without the capability for the system to capture the base data once and once only.
The article confirms all my views about the need for a service company to not only keep the customer service front-end (and not outsource it with their back office operations), but to ensure they put all their efforts into making the customer experience as painless and professional as possible.
The companies that get it right certainly get my repeat business, the ones that fail, don't.
Apparently their hippocampus - the part of the brain that deals with spatial awareness and navigation - is larger than in the rest of us, and the suggestion of needing artificial assistance to find their way around is clearly an affront to any self-respecting cabby.
The take-up of SatNav systems amongst them has been slow - around 4% of all London cabbies have them, and then mainly for use on longer runs - airports and such like. Think I'll stick to the day job, and to the SatNav.