In 2012, Ryan O'Neill, the head of the customer experience group for the travel website Expedia, had been sifting through some data from the company's call center. One number he uncovered was so farfetched as to be almost unbelievable. For every 100 customers who booked travel on Expedia - reserving flight or hotel rooms or rental cars - 58 of them placed a call afterward for help.
- From Upstream: The Quest to Solve Problems Before They Happen by Dan Heath
[Execupundit note: I just started reading this very interesting book but won't leave you hanging with this teaser of a first paragraph. The main reason for the calls was to get a copy of the itinerary.]