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Bill Seliger's avatar

"Vrbo, Hotels.com, Hotwire.com, Orbitz, Travelocity, and Trivago are all owned by Expedia" I wonder how much the technical debt (and customer service 'debt' if that's a thing), of what were presumably acquisitions, is causing them to burn BTUs managing complexity rather than improving the customer experience? Almost daily I'm reminded that many of us don't see outside our own silo and I challenge those I work with to walk in the shoes of our end customers. When we are managing a lot of complexity seeing that customer experience becomes even more difficult. And hasn't someone in a position of power at Expedia tried to do the same thing you did, been as frustrated as you, and said "dammit, let's get this fixed"?

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Nathan Tacha's avatar

I really like it when hotels, dentists, doctors, and other service providers offer SMS communications since many requests don't require synchronous communications.

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