Omni-channel is not a matter of technology but employee mindset

I just returned from a holiday in Denmark where I spent a couple of nights at the Radisson Blu Limfjord Hotel in Aalborg

But while the hotel was fine, one thing didn’t agree with me: The £99 cost for a single day of Internet.

I am fairly sure the price is a case of mistaken currency as 99 of Danish currency is more like £11. Still expensive, but somewhat more realistic.

As the social customer I am, I tweeted this, first by adding a #radisson hashtag to make it visible to the hotel chain and later with their Twitter handle (after I had the time to find it).

And I received a reply, but the reply was as puzzling as the £99 price tag:

As a customer I felt I have already notified the company about their (possible) pricing mistake. Why should I process the message between internal departments? Surely they can talk to each other, can’t they?

Omni-channel customer experience using smoke and mirrors

Omni-channel customer service is a new approach and through my work I know first hand how big a shift it is for companies both technically and structurally. But a possible quick-win place to start is with the employees.

In the example above imagine if the social listening team had simply emailed my tweet to their customer care team, who in turn could have replied directly to me using the email I left with the hotel desk.

No technology involved, only an omni-channel mindset with the employees.

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Share your thoughts

  • What a call-out on the re-direct from @Radisson_Blu (and what a huge over-charge)! In fact, when McDonalds, Starbucks, and even the tiny mom-and-dad yakitori joint down the street from me offer free wifi, I am left scratching my head as to why a Radisson would not provide hard-wired and also wifi in rooms and also a ground-floor open room. But you would know better, world-traveller that you are; perhaps this is standard procedure, now, to charge separately at hotels.

    Oh, and I am off to multi-schedule tweets of this article, testing it with different relevant but reaching tags on different days. I do this with my favorite articles, daily, to both get more eyes on them and also to learn what does and does not work with well-crafted tweets. Please let me know what you think.

  • In my experience it is unfortunately common for European hotels to charge for wifi. Cerulean Tower in Tokyo does the same but i don’t know if that is representative for the Japanese hotel business.

    Thanks, it’ll be interesting to see what tags worked.

  • Yes, in my experience it is common for European hotels to charge for wifi. Cerulean Tower in Tokyo does the same, but I don’t know if it is representative for the Japanese Hotel industry.

    Thanks, it will be interesting to see which tags works and which doesn’t

  • eurydice13

    Yes, the Hilton in Athens has the steepest price tag I have seen worldwide: €18 / day.

  • ouch! that is steep

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