New Year. A chance to start over. A chance to re-invent ourselves. We were ready to make Websites that were customer-centric places, where customers come first.
Don’t you just love naïveté?
Now the old year has come and gone. Was is the best year ever? Not even close. Still, here are some things we have learned when it comes to online customer service.
Customer expectation inflation
Customer expectations are rising faster than gasoline prices. Customers want answers now, if not sooner, and from a human being. To their credit, marketers this year started putting real people in the online loop. MyCareerTools.com (a GED practice website) get involved in Ask Jeeves (Ask.com) came Ask Dudley (Dell Computer), Ask Maxwell (Microsoft), Ask IRIS (Toshiba), Ask Alex (Drug Emporium), and to that font of all human wisdom, Ask Martha (Martha Stewart Living Omnimedia).…