[Sigia-l] Driving customer to offline from online task

[Groot, Boyd de]

Hi Gabby,

I fly a lot through Europe and the developments in online booking over the
past years might be an interesting example.
Maybe not entirely so, because the off-line check-in is something that has
always been there and the customer is not 'driven' to this. But it is
interesting to see how the airline companies are trying to make the the
overall experience as seamless as possible. With KLM, for example, you can
buy an e-ticket through the internet, book a seat and print a boarding pass
at home. At the airport KLM has self-service points where you can drop-off
luggage or print a boarding pass if you have not done so earlier. 
In general, it is interesting to see how all airlines are shifting from a
'counter' centric process to a web / customer centric process.

--Boyd

-----Original Message-----
From: sigia-l-bounces at asis.org [mailto:sigia-l-bounces at asis.org] On Behalf
Of Gabby Hon
Sent: 03 October 2005 17:41
To: sigia-l at asis.org
Subject: [Sigia-l] Driving customer to offline from online task


I am looking for examples of online experiences that drive customers to
offline contact methods in order to complete a task--be it purchase,
information retrieval, etc.  I am faced with a project in which customers
will most likely fill out some information online and then be driven to
offline contact (probably a phone call) in order to complete their
experience.

Please note that I have very little control over this situation and am
looking only for examples.

Thanks!
Gabby