- Description
An interview with Jay Walker, creator of Priceline.com. Walker explains the development of his website, which enables customers to name their price for airline tickets, hotel rooms, and mortgages, through an online auction format.
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legrel 09/27/2011 01:31 PM Report
Priceline's concept is easy to be copied, and it has no paticular technical advantage to protect the "new" idea. Then, the differentiation advantage has been worn off easily. Thus, we see that it can only regarded as one of the key players in the market. It missed the chance to strengthen its market position with a team that can provide good customer service/ care.
For the customer experience, it's terrible. Relation person can hang up the customer's phone abruptly. No listening skills and problem solving skills. No complaint escaltion channel. In general, there is no customer service mindset in the service team.
Another big issue with the site the untrue ad-words. On the surface, it guarantees the "lowest price"; actually, it only guarantees part of the price lowest. It charges more taxes and fees than other players in the market. In fact, it takes advantage of customer's trust toward Jay Walker's concept, and abuses the usage of indicative languages (i.e. "lowest, big deal, etc.) on the website.
In short, a good concept with lousy execution and bad customer service. Not recommended!
Priceline User 07/22/2008 04:21 AM Report
Jay Walker is a genius! I have used your service and I have experienced the value of priceline.com firsthand. I have gladly helped my friends and family use your service to book hotels, airfare, and rental cars. Thank you for your innovation and keep it going. I look forward to speaking with the computer instead of typing in the future when I buy things. You are visionary and I like the example of the new world opportunity versus the old world mentality.