Here is a story where technology, and the area of self-service, convenience and what I call 'mass-customization', has really performed extraordinarily well in a historically frustrating experience for the end-users.
When I refer to 'mass-customization' I refer to the empowering of the customer to interact with a service offered at a time of there choosing and a way that is easy to use and figure out. In other words I'm not just thinking of choosing colors and preferences in that sense.
This is a posting about the Nevada Department of Motor Vehicles (DMV) using kiosks to cut down on time needed to serve their fast-growing population:
"Through the use of innovative technology (kiosks) and public-private partnerships, service time has been drastically improved. In the Las Vegas area alone, even though DMV has experienced an increase of nearly 20 percent more customers a month since 2000, the department has reduced wait time by more than 40 percent."
When you think of that, it is huge. With the growth of 20% a month, they have installed a way to not just keep up with this extraordinary growth, but to surpass their goal of reducing wait time by over 40%. Now that is the correct use of technology.
I think that there could be literally hundreds, if not more, ways to think of the use of kiosks to increase customer service satisfaction.
I know that besides the obvious ATMs, machines with offerings of drinks and food, I have seen the fishing bait machines among others.
Are there some that you have seen that have increased satisfaction for a customer or you use for increased customer satisfaction at your business?
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