[Sigia-l] Do Make Me Think!

[Skot Nelson]

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