Customer self-service can be as frustrating as it is fabulous. Who hasn’t smugly sailed passed a long line because you checked-in the night before? In fact, 57% of people now use self-service check-in for their flights. The more we embrace self-service as companies and customers, the more intuitive and robust an experience it becomes, offering us choices in communication and access at our fingertips.
When I was young, I knew people who would just leave the television on one channel because they couldn’t find the remote control. Now sometimes I can see the remote in front of me but don’t want to bend forward to pick it up so I just change the channel with an app on my phone.