SIGIA-L Mail Archives: Re: [Sigia-l] Do Make Me Think!
Re: [Sigia-l] Do Make Me Think!
On Oct-16-2006, at 03:18 , Patrick Walsh wrote:
>> How about a fall-back option to the web search - when a user
>> struggles
>> too long with a search he would be automatically offered contact with
>> a human consultant?
>
> Might save potential customers from going elsewhere.
For any business this is not an option, but essential.
You can try to push 100% of your business online, but it's not a
*great* strategy for success.
Success comes from being there for your customers when they want you
to be and *how* they want you to be: online, in person, on the phone
etc.
There are, of course, exceptions -- but not really. The iTunes Music
Store has *no* telephone customer service; consequently, there are
people who will never buy from the iTunes Music Store (or never buy
again, as the case may be.)
Personal interaction is still a key component of commerce.
--
Skot Nelson
skot (at) penguinstorm (dot) com
http://www.penguinstorm.com/
skype. skot.nelson
"In anything at all, perfection is finally attained not when
there is no longer anything to add, but when there
is no longer anything to take away."
-- Antonine de Saint-Exupéry, Wind, Sand and Stars
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