(another from Wired)…
Though it seems like customer service by e-mail can be screwed up just like any other channel, it’s comforting to find that the web is just another medium for marketing. (Which I think I first heard from Drayton Bird, in his column in Marketing magazine, around the turn of the century.)
And ike any other medium, the quality of thinking, management, training and execution are all-important – just “doing it on the internet” only get a company so far.
Link: Wired News: Customer Service Goes to Hell.
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