21108 0 3 econsultancy_xml <p>You don’t care for your online customers if …</p> <ul> <li>You don’t make it easy for users to contact you if they have problems. <br /><br />  </li> <li>You don’t invest in usability. <br /><br />  </li> <li>You ignore the requirements of disability access and thereby exclude large numbers of customers. <br /><br />  </li> <li>Your site includes a feedback form but you don’t reply to customers within 24 hours.<br /><br />  </li> <li>You cannot link a customer’s activity on the web to the calls they make to you. <br /><br />  </li> <li>You don’t make it easy for customers to provide feedback. <br /><br />  </li> <li>You don’t minimise information required to register for information – why do you need anything other than an email? <br /><br />  </li> <li>You don’t use analytics data to identify weaknesses in your web site design. <br /><br />  </li> <li>You don’t use surveys to test customers’ perception of both the site and the broader aspects of the service you deliver.</li> </ul> <p>Do yourself a favour and take customer care seriously. 84% of consumers say they consider the quality of customer care at least sometimes in their decision to do business with a company.</p> <p>If you have your own examples of sites that, through their actions, display that they don’t care for their customers, add them as a comment.</p> <p> <strong> <em>David Jackson is the Managing Director of </em> </strong> <a href="http://www.clicktools.com/"> <strong> <em>Clicktools </em> </strong> </a> <strong> <em>.</em> </strong> </p> <FormattedContent xmlns="http://www.e-consultancy.com/schema/formattedContent/"> <Paragraph>You don’t care for your online customers if …</Paragraph> <List Type="Disc"> <ListItem>You don’t make it easy for users to contact you if they have problems. <LineBreak /><LineBreak />  </ListItem> <ListItem>You don’t invest in usability. <LineBreak /><LineBreak />  </ListItem> <ListItem>You ignore the requirements of disability access and thereby exclude large numbers of customers. <LineBreak /><LineBreak />  </ListItem> <ListItem>Your site includes a feedback form but you don’t reply to customers within 24 hours.<LineBreak /><LineBreak />  </ListItem> <ListItem>You cannot link a customer’s activity on the web to the calls they make to you. <LineBreak /><LineBreak />  </ListItem> <ListItem>You don’t make it easy for customers to provide feedback. <LineBreak /><LineBreak />  </ListItem> <ListItem>You don’t minimise information required to register for information – why do you need anything other than an email? <LineBreak /><LineBreak />  </ListItem> <ListItem>You don’t use analytics data to identify weaknesses in your web site design. <LineBreak /><LineBreak />  </ListItem> <ListItem>You don’t use surveys to test customers’ perception of both the site and the broader aspects of the service you deliver.</ListItem> </List> <Paragraph>Do yourself a favour and take customer care seriously. 84% of consumers say they consider the quality of customer care at least sometimes in their decision to do business with a company.</Paragraph> <Paragraph>If you have your own examples of sites that, through their actions, display that they don’t care for their customers, add them as a comment.</Paragraph> <Paragraph> <Emphasis> <Quote>David Jackson is the Managing Director of </Quote> </Emphasis> <Link URL="http://www.clicktools.com/" Window="Self"> <Emphasis> <Quote>Clicktools </Quote> </Emphasis> </Link> <Emphasis> <Quote>.</Quote> </Emphasis> </Paragraph> </FormattedContent> 2008-11-02T23:03:00+00:00 0 1 econsultancy_xml <p> <strong>As a supplier of software for measuring the customer experience, I take heart from the plethora of commentators that stress the importance of delivering an improved customer experience as consumers tighten their belts. </strong> </p> <p>Their actions, or lack of them, suggest that too many online companies do not believe this. Do you pass the test?</p> <FormattedContent xmlns="http://www.e-consultancy.com/schema/formattedContent/"> <Paragraph> <Emphasis>As a supplier of software for measuring the customer experience, I take heart from the plethora of commentators that stress the importance of delivering an improved customer experience as consumers tighten their belts. </Emphasis> </Paragraph> <Paragraph>Their actions, or lack of them, suggest that too many online companies do not believe this. Do you pass the test?</Paragraph> </FormattedContent> false 2932 366645 You don’t care about your customers if … false 2008-11-03T10:00:00+00:00 you-don-t-care-about-your-customers-if 2009-04-29T14:57:19+01:00 2009-04-29T14:57:19+01:00 917