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title
Customer Crossroads
description
At the crossroads of customer experience, insight and innovation. Twice weekly posts include tools and tactics. Free e-book on planning qualitative research.
site name
Customer Crossroads
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updated
2026-01-27 14:36:40
raw text
Customer Crossroads Customer Crossroads Home Write Better Surveys Now Subscribe Newsletter Abbott Research e-book Painless Insight Speaking Archives 06 August 2015 Innovation in Online Travel Bookings: Get Inspired by Lufthansa I have just finished booking a trip with Lufthansa for the first time, and have to say their online booking system is really great. For a first time user, it was pretty easy to navigate and understand. Two things stood out for me as innovations that might give you inspiration for your own online operations. [1] Make me an offer After I booked the ticket, I was invited to make them an offer to upgrade my seat/cabin. A little slider showed a range of options from $0/no offer, to about $600. Pick the price you want, you are bidding against other passengers. An interesting approach. So naturally I put in a low-ball bid, the lowest dollar range permitted, which is likely what most will do. I really think it is an interesting use of the onlin...
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