Re: UKNM: A consumer's tale.

[Jason Dale]

From:

Cosmo [dot] Roecliffordchance [dot] com

To:

uk-netmarketingchinwag [dot] com

Subject:        	UKNM: A consumer's tale.

Date sent:      	Thu, 15 Jul 1999 13:38:21 +0000

Send reply to:

uk-netmarketingchinwag [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 

phone??? 


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!


Jason


  

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