Customer Focus and Internet Travel Search

The internet should make finding airline flight information easy. Instead it is a huge pain. Hipmunk has taken on the challenge of doing this well, and I think they have done a great job. This video provides an excellent view of both web usability and customer focus. This is a great example of focusing on providing customer value and using technology to make things easy – which is done far to little at most companies.

Related: Innovation Example (Farecast – which seems to have been bought by Microsoft and broken)Making Life Difficult for CustomersConfusing Customer FocusJoel Spolsky Webcast on Creating Social Web ResourcesCEO Flight Attendant

4 thoughts on “Customer Focus and Internet Travel Search

  1. Nice Video. This is so true. Customers should get every information they need in a simple way. Today there are so many technologies that can be used to do that. If a customer can easily navigate trough the pages and is getting a “flow” he will book this flight and come back for more. So the usability is important and can provide happy customers that will book her next flight at the same adress.

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