TuVox Speech Central

A colleague recently sent me an article by Donna Fluss at CRMXchange. In her article, she highlights the new American Airlines self-service application called Remember Me.

I like Donna’s take on it:

American Airlines’ recently announced initiative changes the dynamics slightly and shifts some of the responsibility for service enhancement to customers.

It establishes that even in large retail environments, like airlines, enterprises can “partner” with their customers and ask for their help in providing better service. This type of service also empowers customers, albeit in a very small way, to take an action that allows them to receive better service.

What Donna is referring to is the issue of “control” that frustrates callers that are forced into unpleasant situations (like some IVRs).

It would reduce some customer frustration resulting from being totally at the mercy of an enterprise, giving some “control” back to the customer.

It seems that giving the caller the key to his own jail cell is a good thing.