"Our Take" |
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
4/7/08 - What Could Technology Do?
What would you have done? That is the question I asked if you were in charge of handling the customer experience side of an airline canceling more than 10% of the daily flights for aircraft inspections. I've receive many good responses including this one:
"The airline could have communicated with the passengers via email, phone number in the reservation record, or even via an announcement on TV. There are outbound dialers that can be programmed with a list of numbers to call and leave a message or give a prerecorded announcement and that would have been better than nothing. There would have been a rush of calls to the call center, but the chaos in the airports would have been reduced as many would not have even gone to the airport in the first place. And the explanation of an FAA driven process would have protected the airline's image at the same time."
Outbound dialers are one technology. What other technologies could help a company facing this issue? I may regret this but I'll unleash the vendors to boast a bit. Stay tuned for more.
Gary Lemke, Publisher
(Share your thoughts)