Online booking, reservations, enquiry, ordering , has affected all businesses, all industries.
But whats your excuse for using technology? Is your business using it to provide convenience to customers, is it adding value to your offering?
Or is it just the simplest way to cut cost,and save yourself the need to meet and interact with your customer… actually this is not as much of an issue that you should be worried about.
What you should be worried about is whether your customers are using technology as a value addition to all your other great services? Or are they using it to avoid interaction with you and your people?
Has technology triumphed beacuse of the actual additional benefits it provides or has it triumphed beacuse you are just not good enough otherwise?