Hospitality, Travel & Transportation

  • Un-Empowered Employee Limits a CX "Save"

    Microtel Tries its Best, but can't Completely Remedy a Bad Situation

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    A loyal hotel patron expects front line customer service rep to be able to reimburse for minor losses. How much leeway should a front line service rep be given?
    Jun. 3, 2015
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  • Malaysia Airlines

    Can Digital Transformation Help the Turnaround?

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    Malaysia Airlines embraced digital marketing from 2012 to 2014 by migrating to a unified marketing platform and partnering with experts. When twin disasters struck in 2014, marketing was able to communicate to customers in real time via social media.
    May. 12, 2015
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  • Are Your Daily Deal Customers Just One-Night Stands?

    How Might You Convert Them to Loyal, Repeat Customers?

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    Merchants who invest in daily deal discounts to court new customers need to follow up with planned marketing campaigns or the new customers might just be a “one-night stand.”
    Jul. 31, 2014
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  • Amazon Covers the “Last Mile”

    Can the Etailer Improve on UPS, et al. to Create a Customer-Delighting Delivery Service?

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    Amazon will deliver packages the “Last Mile.” How can they improve on what UPS, FedEx, and the USPS are doing to delight customers?
    May. 1, 2014
    Strategies
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  • How to Offer a Little Extra to Delight Customers

    My Most Recent Favorite Customer Experience Practices

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    Go beyond good – surprise and delight people with unexpected customer service. See examples from Amazon.com, Trader Joe’s, CVS, and BoltBus, with extrapolations for B2B organizations.
    Feb. 19, 2014
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  • Interviewing End-Customers

    Tips and Sample Questionnaires

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    Interviewing customers is the best way to understand what they do, what they need, and what they care about. But effective interviewing is an art and a skill to be nurtured. Here are tips and samples to help you get the most out of customer interviews.
    Feb. 6, 2014
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  • Peer-to-Peer Business Models

    Facilitating “Matchmaking” between Individuals for Fun and Profit

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    Lyft helps individuals who need a ride match up with people who have a car and want to earn a few bucks by giving them rides, a great example of a p2p business. Is there something in this p2p model for your company?
    Jul. 12, 2013
    Strategies
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  • Why Alaska Airlines Considers Mobile Development a Core Competency

    Speed Up Improvements in Customer Experience through Mobile

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    With Curtis Kopf, Managing Director, AlaskaAir.com, and Customer Innovation at Alaska Airlines, we look at how he and his team are mastering agile development and making mobile technology a core competency.
    Feb. 21, 2013
    Strategies
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  • BuzzCar—Peer-to-Peer Car Rental

    Building a Platform for Participation for a “Peers Inc.” Business Model

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    Buzzcar is a peer-to-peer car rental company that started in France. Instead of leaving your car in driveway, rent it to a neighbor! Founded by Robin Chase, the co-founder of Zipcar, Buzzcar uses what Robin calls a “Peers Inc.” business model.
    Oct. 11, 2012
    Strategies
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  • Alaska Airlines’ Evolves Its Mobile Strategy

    Catering to Frequent Flyers Pays Off

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    Alaska Airlines has been delivering mobile apps since 2010. They chose to focus first on the functions needed for “day of travel” rather than online booking.
    Aug. 3, 2012
    Strategies
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  • Managing Customer Innovation at Alaska Airlines

    Alaska Airlines Combines Customer Innovation with E-Commerce & Mobile

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    As Managing Director, AlaskaAir.com and Customer Innovation, Curtis Kopf combines ecommerce, mobile, and customer innovation in a single role focusing on giving information and control to customers in the areas of their lives they care about the most.
    May. 31, 2012
    Strategies
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  • Customer Ecosystems: Meal Ordering Services

    Creating Customer Ecosystems Around a Specific Service

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    If there’s “a job” that customers need to get done, it’s relatively easy to foster an ecosystem of business partners to fulfill customers’ goals. What take-aways for your business will you get from our comparison of three competing meal ordering services?
    Mar. 15, 2012
    Strategies
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  • Local Motors: Open Source Car Design and Local Manufacturing

    Forging a Customer Ecosystem to Transform the Automobile Industry

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    Can you transform an industry from the outside? That’s what Local Motors is doing with the automobile industry with its customer ecosystem to design and produce great cars.
    Jan. 26, 2012
    Strategies
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  • Optimizing the Airline Passenger Experience

    Putting Customer Experience First Often Seems Impossible in a Complex Real World Setting

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    With so many interdependent moving parts, priorities, and seemingly “out of our control” events (like bad weather and mechanical failures), it’s supremely difficult for airlines to deliver a great customer experience, yet there are ways to do it.
    Jul. 14, 2011
    Strategies
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  • The Not So Friendly Route to Flying the Skies

    Lessons Learned from Customers’ Moments of Truth in Multi-Leg Travel Planning

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    There are lessons to be learned from the complex customer scenario of planning a multi-leg trip. These lessons can help you make complex transactions less daunting for customers.
    Apr. 1, 2010
    Strategies
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  • Local Motors

    Reinventing the Car Industry from the Outside In

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    Local Motors is a new American car company with an innovative approach: get customers to design cars, manufacture them locally, and let customers help assemble their own cars Build-A-Bear style!
    Oct. 23, 2009
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  • Green Infrastructure

    If We Build It, Will They Use It?

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    Where is urban transportation going? Mobility on demand using green approaches is the next wave.
    Mar. 20, 2009
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  • Smart Transportation: Mobility-on-Demand

    A Vision for CityCars and Smart Cities from MIT Media Lab's Smart Cities' Group

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    MIT Media Labs' Smart Cities' program is working on projects to reduce traffic congestion and greenhouse gases by offering "mobility-on-demand" through a combination of mass transit and electric vehicle-sharing.
    Mar. 12, 2009
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  • Airbus's Super Jumbo Content Challenge

    Fine-Grained Information Objects, Variants, and Layered Architecture Form the Solution

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    Airbus has developed a system that enables 1000 people to build a million pages of accurate, custom documentation for each Superjumbo aircraft it ships.
    May. 8, 2008
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  • OnStar

    Providing a Decade of Personalized Service for Safety and Convenience

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    OnStar, a leader in offering a personalized customer experience with its in-car safety and navigation systems, continues to enhance its offerings.
    Oct. 19, 2006
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