Evaluating organizations by their customer experiences
Making it easy on your customers ...
"You can tell a lot about an organization by looking at its customer experience. Digital user interfaces like websites and kiosks are especially telling, because they combine many aspects of the company - marketing, technology, branding, and the service value itself - into a small area of on-screen real estate. Customer-centered home pages tend to be made by the most customer-centered organizations.
For example, consider the major elements of the check-in kiosks of the two airlines I flew last week. These are the first screens, or "home pages," of the touchscreens.
Here's JetBlue... "Touch screen to begin.", "hi there", "start".
...and here's American: "Self-Service Check-In", "Check-in now available for domestic and INTERNATIONAL flights.", "Check-In Without Bags (carry-on only)", "Lost Boarding Pass? Reprint Boarding Pass(es)"." (Continued via Good Experience) [Usability Resources]
"You can tell a lot about an organization by looking at its customer experience. Digital user interfaces like websites and kiosks are especially telling, because they combine many aspects of the company - marketing, technology, branding, and the service value itself - into a small area of on-screen real estate. Customer-centered home pages tend to be made by the most customer-centered organizations.
For example, consider the major elements of the check-in kiosks of the two airlines I flew last week. These are the first screens, or "home pages," of the touchscreens.
Here's JetBlue... "Touch screen to begin.", "hi there", "start".
JetBlue Check-in
...and here's American: "Self-Service Check-In", "Check-in now available for domestic and INTERNATIONAL flights.", "Check-In Without Bags (carry-on only)", "Lost Boarding Pass? Reprint Boarding Pass(es)"." (Continued via Good Experience) [Usability Resources]
American Check-in
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