Audio By Vocalize Passengers queue with their luggage waiting for check-in at an airport . [iStockphoto] It is early morning at a busy airport check‑in counter. Passengers queue quietly, boarding passes ready on their phones, luggage stacked on trolleys. The departure board shows flights leaving within the hour. Suddenly, the check‑in system freezes. Boarding passes cannot be issued. Luggage tags cannot be printed. The line stops moving. At first, there is confusion. A few passengers glance at their watches. Others worry about missing their flights. Then a staff member steps forward and addresses the queue: “Our system is temporarily down.…
Author: By Lydiah Kiburu
Audio By Vocalize The most expensive failures in digital businesses are not the system outages. They are moments of abandonment when customers feel exposed and alone. [iStockphoto] A senior manager takes two prospective clients to lunch. The conversation flows easily, and the meeting feels promising. When the bill arrives, he confidently hands over his payment card. The transaction fails. He tries again. It fails again. The waiter waits. The clients watch. Eventually, one of the invited guests quietly pays the bill. No complaint is raised. No scene is made. But something breaks in that moment. Confidence is dented. Trust is…
Trust determines whether customers will continue to use the digital service or even refer their friends to use it too. [Courtesy] Someone recently said that the thing they fear most is internet downtime. Reason being that most people’s daily routines are powered by technology. From hailing a taxi, to shopping online, attending virtual meetings, sending and receiving money, taking and paying back loans, buying insurance cover, paying school fees, the list is endless. Technology is a daily companion Many of the digital platforms offering daily relevant services start off successfully. Registrations rise and then consumer usage slows down. Customers quietly…