How they do it: Initially, Ryanair did not offer customers the possibility of contacting them by email or webform, only through a premium rate phone line, by fax or by post. Also, customers are directed to self-check-in terminals or online check-in – if they opt to check in at the airport, they are liable to a $45 surcharge. On the flight, no food and beverages are distributed, they must be purchased on demand, further reducing customer service and customer interaction expenses.
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How they do it: As part of a 2018 effort to redesign its stores, Subway introduced self-service ordering kiosks in select locations. These enable customers to order their sandwich via a touchscreen on a kiosk located in the store.
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How they do it: McFit’s fitness centers are designed to be fully self-service. The equipment in the gym has written down instructions. In addition, members can check and create a training plan online. Coache in the gym are usually only present to help with general questions but are not offering personal training.
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How they do it: AWS cloud computing can be set up by every business independently without needing to talk to a AWS representative. Extensive tutorials and documentation help the customers to act and use the service as independent as possible. However, in case support is needed, AWS has it available.
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How they do it: IKEA stores have three main areas, the exihibition area, self-service area, and warehouse. Products from the self-service area are grab and go articles. Larger products and furniture is presented in the exhibition area and numbered. The customer then has to pick-up the individual parts of the furniture according to the numbers in the warehouse area and proceed to the check-out.
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