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Blog Archives

  • Spoiler Alert: TSA Fails in Customer Service

    December 10, 2010

    airline industry, Best Practices
     

    For anyone who has spent the last few weeks living under a rock and not reading or watching the news, it may come as a surprise to hear that the TSA has caused something of a controversy with its introduction of new machines, so-called backscatter units, that give the operator a full and intimate view

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  • Aisle vs. Window: The Power of Choice

    November 29, 2010

    airline industry, Customer 2.0, illustration
     

    Over on the Hunch blog, the results of 32,000 survey responses regarding peoples preferences for window or aisle seats on flights have been dissected. From a seemingly simple question, Hunch was able to draw conclusions about the socio-economic factors that come into play when determining preference with regards airplane seating – to summarize the findings,

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  • Do People Really Need People? The Humans vs. Self-Service Kiosks

    September 30, 2010

    airline industry, airport, editor pick, self-service, Zendesk Nation
     

    Airport Counter

    There’s a funny little dual occurrence that I’ve been witnessing lately. Just the other day I was at the airport, waiting to check-in on a flight. There were half a dozen or so people waiting to use the online check-in… Read more

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  • New Zealand Air’s CEO Dons Full-Body Paint for the Team

    September 24, 2010

    airline industry, Best Practices, CEO
     

    NewZealandAir

    We’ve talked at length here about empowering employees, having bottom-up innovation, and ensuring that customers are met with surprise and delight at every opportunity. Today, we want to reflect a little on the role of the CEO in leading the… Read more

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About Me

Ben Kepes is a business leader, a technology evangelist, an entrepreneur, and a commentator. Ben covers the convergence of business and technology.

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