emj
Dec 3, 04, 2:39 pm
An article in today's WSJ (http://online.wsj.com/public/article/0,,SB110071998028976955,00.html?mod=todays_free_fe ature) makes brief mention of FlyerTalk, and it can actually be viewed for free today (12/3)...
In one recent project, an airline...wanted to revamp its check-in process. Instead of talking to flyers directly, BuzzMetrics studied their conversations online, on Web sites such as FrequentFlier.com and FlyerTalk.com. The research revealed that many flyers had a positive opinion of the airline overall, but were confused about how and when to use self-service kiosks at airports, rather than waiting in line for an agent. BuzzMetrics helped the airline develop a new system that simplified the check-in process.
Wonder which airline?
(For the record, should an airline be researching this thread, I hate the flimsy, thermal printouts that the kiosks spit out (with the exception of some UA ones). There's just something more satisfying and permanent (the thermal tends to fade) about a cardstock boarding pass.)
In one recent project, an airline...wanted to revamp its check-in process. Instead of talking to flyers directly, BuzzMetrics studied their conversations online, on Web sites such as FrequentFlier.com and FlyerTalk.com. The research revealed that many flyers had a positive opinion of the airline overall, but were confused about how and when to use self-service kiosks at airports, rather than waiting in line for an agent. BuzzMetrics helped the airline develop a new system that simplified the check-in process.
Wonder which airline?
(For the record, should an airline be researching this thread, I hate the flimsy, thermal printouts that the kiosks spit out (with the exception of some UA ones). There's just something more satisfying and permanent (the thermal tends to fade) about a cardstock boarding pass.)