The Emotional Supply Chain - a tale of three businesses.

Having written about emotional supply chains earlier, a good example fell into my lap this week.

I took an opportunity to spend a few days in Puglia, which involved three companies; an airline, a letting agency, and a car hire company. Turned out to be three very different experiences.

In chronological order, the letting agency. The have a developed an outstanding app, which let me choose somewhere, check availability, talk directly to the owner, and book. A great combination of automated efficiency and human contact. It extended to arrival and departure, being looked after by a local contact. (A high five to home and away)

The airline, a currently strike prone national carrier, was heavy on automation, but it worked well. Very few humans, but easy check in, bag drop and a good flight.

The care hire company, a major international chain, was neither of the above. Cumbersome booking and opaque pricing on a very average web page, but where it got interesting was on arrival. It took as long i…