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The buzz: Travelers’ TMI
“The customer is #1” is a customer service industry mantra and mandate, particularly for business-to-consumer travel and hospitality staff who are required to greet each visitor by name. But now that their clients willingly share searchable, “TMI”-level personal data on digital media, how and when should the industry use it, if at all? The experts speak.
Deva Senapathy, Infosys: “The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.” (Jeff Bezos)
Mike Wittenstein, Storyminers:
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