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Subject: Re: UKNM: A consumer's tale.
From: Jason Dale
Date: Wed, 21 Jul 1999 10:00:58 +0100

From: Cosmo [dot] Roeatcliffordchance [dot] com
To: uk-netmarketingatchinwag [dot] com
Subject: UKNM: A consumer's tale.
Date sent: Thu, 15 Jul 1999 13:38:21 +0000
Send reply to: uk-netmarketingatchinwag [dot] com

>>One bad experience does more to damage the confidence of the user in
other sites than any fears about security. When you are putting
faith in a computer order, it is vital for peace of mind that it is
fulfilled quickly, or that you are provided with a full and frequent
update if not.

The update/contact part is something far too many websites fail to
manage adequately - it seems like emails have to go through
committee approval before they can be replied to.

Another case is from a major very well known auction site - I've
used them and had no qualms in recommending them to a
colleague - she's subsequently received an item that was broken,
however the best part of this was inside the box was a return note
from another customer complaining that said item was broken. But
can she get an email response, can she get through on the

It's worse than poor and no matter how flashy/whizzy/htmlly your
websites are if you can't deal with your punters in an adequate and
pro. manner then there isn't much point!


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  UKNM: A consumer's tale., Cosmo.Roe

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