Exactly 20 years ago in Finland, Mr. Jukka Salonen and Mr. Matti Makkonen created a mobile phone service titled “Bookit”. Mr. Makkonen is known as the father of the SMS text message and Mr. Salonen has over 100 international patents on various mobile device applications that use two-way mobile messaging dialogue technology also known as iSMS.
In the tourism industry, a disaster is the toughest test for the customer experience. How to reach potentially affected customers? Not one, or some, but all.
Any problem or crisis is threat to a company and the real test for actions between every stakeholder. In my experience, companies need still help and new innovations in preparing for the future challenges and to improve customer experience.
If you ask a representative of a delivery company to organize a delivery on a 30-minute timeframe you usually receive the following arguments:
- Delivery will become less efficient and more costly
- Contacting customers is difficult and very expensive
- The delivery route plan doesn’t necessarily occur as scheduled
SMS messaging, or texting, is still king. Loved by millions, the original easy-to-use mobile message technology was extremely succesful before the proliferation of messaging apps today. But SMS never really went away – it has actually recently seen a tremendous increase in its use globally.
Looking back a few years, the breakthrough of mobile payments has been surprisingly fast. As recently as 2014, only 22% of US mobile phone owners had made a mobile payment. In 2017, this figure is estimated to be more than 70 per cent and growing fast.
Delivery logistics are undergoing dramatic change. Technological development has created huge new opportunities – drones, automation, chatbots, mobile ecommerce etc. – but logistics operators still go on with the same old logic leaving consumers frustrated. These days it is common for 20 to 30 per cent of deliveries to fail on the first try, creating a time-consuming loop of rescheduling.
Watch video to check out how this problem could be solved:
Delivery logistics are undergoing dramatic change. Technological development has created huge new opportunities – drones, automation, chatbots, mobile ecommerce etc. – but logistics operators still go on with the same old logic leaving consumers frustrated.