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
>> 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
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 (at) penguinstorm (dot) com
"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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: Tue Oct 17 2006 - 10:24:02 EDT