In a recent article titled: Why Your Customers Don't Want to Talk to You, Harvard Business Review blogger Matt Dixon states: "Most customers these days demonstrate a huge - and increasing - appetite for self-service, yet most companies run their operations as if customers prefer to interact with them live."
Hotels, he says, are no exception. In Stop Trying to Delight Your Customers, Dixon states that two critical findings have emerged that should affect every company's customer-service strategy:
I'm with you on that! However, I have seen a movement in attitude from doing business with a buddy, to doing business with someone who is efficient, and makes my life simpler. The author of that story is definately on to something.
I still want my suite upgrades.......
I am in agreement with the first article which states, "We found that a staggering 57% of inbound calls come from customers who first attempted to resolve their issue on the company's website. And over 30% of callers are on the company's websiteat the same time that they are talking to a rep on the phone. That's a lot of frustrated customers." I LOVE self-service as it is quick, efficient, and I know that if anything is screwed up, it was because of me, not someone else. I am pleased to find information on a company's web site that can answer all my questions - and because it's in print, I am not relying on some customer service representative to verbalize the terms or conditions accurately. That's why I do ALL my travel reservations personally and on the internet. Look at all the comments here on the MRI that refer to "trying to find the information on . . . " within the Marriott site. As the article states, "That's a lot of frustrated customers."