Going “New-Style” Digital Versus “Old-Fashioned” Human Interactions

December 30, 2021

About Going “New-Style” Digital Versus “Old-Fashioned” Human Interactions

Here’s a question, and I think I know the answer. Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online?  

Assuming that every other airline has these self-service digital options, what if one didn’t? Would you be willing to call for a reservation, wait on hold, pull out your credit card to verbally give your payment information, and stand in line at the ticket counter to check in on the day of departure? Would you choose to fly with this airline over the others? 

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Shep Hyken

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