This guest post is by Micah Solomon, a customer service speaker, customer experience consultant, and author.
Virgin Atlantic recently declared that its six-week Google Glass trial has been a raging success. The airline reports that they’ve improved the customer experience for their “Upper Class” passengers by augmenting their customer service team’s capabilities with Google Glass and Sony smartwatches.
Let’s look at what Virgin tested, and then talk about whether you should follow suit. Should those of us in business — particularly those who are in the business of designing customer experiences — hurry to launch similar initiatives?
Virgin’s Google Glass Trial Run
Let’s say you’re one of Virgin’s most valued passengers. (To be clear: by “valued,” I don’t mean that the red-clad professional Virgins like your smile, I mean they’ve weighed your wallet and found it to their liking.) During the Google Glass trial, a tech-bespectacled Virgin …