Ted Leung on the air
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Wed, 16 Apr 2003
Delta Flat Panels
I'm just back from a trip to Colorado Springs, and am backed up quite a bit, so expect things to be light this week. This is the first time I've flown Delta since reading about their whizzy cool new ticket counter displays. Unfortunately, they didn't have them in Seatac (and the customer service in Seatac left much to be desired). I did see the new displays in Salt Lake City, and they're very attractive. They have some useful information, like the standby list, boarding times by row, and destination city weather. I don't think that the presence of the displays reduced the number of agents needed at the ticket counter, nor did they appear to reduce the amount of work the agents were doing. I wonder how they justified the ROI on these, or whether they were just cool toys to make Delta look good during the Olympics.
[11:54] | [gadgets] | # | TB | F | G | 7 Comments | Other blogs commenting on this post
Jon Udell had an article on this a while back at http://weblog.infoworld.com/udell/2002/11/13.html, though he doesn't mention any specific benefits.  It'd be interesting to find out if Delta's found any measurable benefits, or if it's just been a general customer satisfaction thing.
Posted by Gordon Weakliem at Sat Apr 19 21:19:49 2003

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