Re: UKNM: Fulfilment hell

[Andrew Smith]

Agree - no point having a callback button on the site if you haven't got

people

on the other end to actually make sure the return calls are made.


The reason many companies don't put a phone number on the site is because

they

don't actually want to talk to their prospects and customers ......the self

service concept is all very well if that's what people want (eg buying

petrol),

but online retailing so far seems to suggest we all like to have some means

of

having contact or conversation......


Ian Fenn <

ianchopstix [dot] co [dot] uk

> on 07/06/2000 00:39:19


Please respond to

uk-netmarketingchinwag [dot] com

To:

uk-netmarketingchinwag [dot] com

cc:    (bcc: Andrew Smith/UK/EMEA/BrodeurWW)

Subject:  Re: UKNM: Fulfilment hell


At 11:49 06/06/00 +0100, Andrew Smith wrote:

>Entirely agree - now if people actually allowed easy human interaction on

>websites - like a using a callback button such as

>RealCall (www.realcall.com) - they might find that their customer

>satisfaction

>and conversion levels would rise appreciably......


...and they might not.


Amongst the biggest problems companies make are:


1. Not considering the user experience as an integral part of their service

or product offering.

2. Not considering the user experience as the period between the visitor's

initial arrival on the site and the point at which they receive the product

or service and start making use of it (and following that, their return

visits).


I was at a site launch tonight where one of the managers said the most

important thing was the product he was trying to sell on the site. I told

him he was wrong.


I was very popular.


All the best,


--

Ian Fenn

Director, Chopstix Media Limited

http://www.chopstixmedia.com/



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