Social messaging: Great expectations in airline customer service
Aravind Ramachandran

Social messaging: Great expectations in airline customer service

When we get something right, tell the world... But when we do something wrong, just tell us! by Author Airlines are learning fast that customer service – at least some of the less than perfect instances – are best kept a secret between themselves and the customer. Social media is often a dicey platform for businesses owing to their unfiltered publicity, but that doesn't mean it is all bad news. The blog post Instant social feedback: Opportunity and challenge in customer service explores why hotels should implement an internal social network to smoothly connect guests to the hotel management, a...
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Climate change: Customer oriented approaches in aviation
Aravind Ramachandran

Climate change: Customer oriented approaches in aviation

An article from the World Economic Forum , on the side lines of the United Nations COP23 Climate talks in Bonn, Germany, states that the world doesn't seem to understand the magnitude of transformation required to effectively mount a fight against climate change. How big is the problem, really? Greenhouse gas emissions today have outpaced the official estimates, and is expected to grow by 2% globally this year compared to near-zero over the last three years. Investment in clean energy appear to be insufficient, with the world's largest emitter for instance persisting on an upward trajecto...
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Indian economy's bid for progress through aviation
Aravind Ramachandran

Indian economy bids for progress through better aviation

Home to 18% of the world's population, India has all the makings of what a booming aviation market should look like. The growing middle class, which currently accounts for 3.5% of the global total (according to the Credit Suisse Global Wealth Report ) is one of the key predictors put forth in the IATA passenger demand forecast model. On the whole, the travel market is projected to grow at around 11.5% at present, hitting $48 billion by 2020.   The Indian Railways , which is a monopoly owned and operated by the Government of India, reports an annual revenue of $25 billion (INR 1.68 trillio...
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When humans crack under stress can AI keep its cool?
Aravind Ramachandran

When humans crack under stress, can AI keep its cool?

When an aircraft hits a snag while in flight and plunges thousands of feet without warning, it is natural for people inside it to be scared. But the only thing that can relieve such fear is timely information with a reasonable assumption of safety. Passengers may typically seek this from the cabin crew, who are extensively trained on customer experience, flight safety and above all, emergency management. In fact, this "reassurance through a human presence" has been the crux of the argument against unstaffed airline cabins, or more accurately a cabin which is staffed by AI powered machines. How...
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This is why airlines are not ready for Bitcoin just yet
Aravind Ramachandran

This is why airlines are not ready for Bitcoin just yet

​ Customer : Can I pay you in bitcoin? Ticket counter agent : Mmm, no. I am sorry. Customer : Why not??? It is the currency of the digital age! Ticket counter agent : I'm sorry, we do not accept bitcoin. Cash or card? Customer : But why not? This conversation could be happening right now, at the ticket counter of any major airline, in any of the busy airports around the world. Interestingly, both parties are quite right and perfectly justified in their positions on the topic. So let us look at both sides of the coin and try to explain why. Bitcoin, despite the initial bad press about being use...
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