Saving Time At aa.com
I went to aa.com last night to check in and print out a boarding pass for a flight I am taking this morning. This offered the potential for non-trivial time saving. It took 45 minutes on the phone with the help desk to get it done! The travel agent had entered INF somewhere in the […]
Customer Retention
Everyday we get more reminders that we are just a few percent of the way into what the Internet has in store for our business and personal lives. A friend in IBM UK Ltd., just wrote and told me about his experience in applying to re-mortgage his home. The bank, which I will call UKBank […]
Integration – But, Don’t Forget To Call
We are really making progress in the world of e-business. Maybe I’ll update my talk about The Future Of The Internet and say we are 3% of the way there instead of 2%. A board meeting this month will take me toNew York City and I decided to go to Tavern On The Green (update […]
Frequent Guest Programs
Hotel chains have made progress with integrating their systems since I first wrote about my frquent guest experience in Net Attitude — but they have a long way to go. Today I called Hilton Hotels to reserve a room for an upcoming wedding in the mid-west. I called rather than using the web site because […]
People Really Use The Internet
The Pew Internet & American Life Project, in Washington, D.C., continues to do very interesting studies on the cultural aspects of the Internet. Their most recent report provides some solid survey data showing how engrained the Internet has become in American life. Seem obvious in a way but nice to see that someone is putting […]
