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Vice President, Corporate Marketing & Communications
Workforce Management Analyst
If you, like many other companies, are trying to direct users to self service applications on the web, such as car reservations, holiday bookings, etc., and you offer better deals on the web, make sure the process for making bookings this way is easy and does not take longer than a phone call. Otherwise you may find customers calling you and then complaining that they can get better rates on the web but it's more painful!