I read this interesting article about Online customer services being more important than offline, I wonder what you think?


Here is excerpts from the article:





With more and more customers choosing to shop on the internet, providing the best online service is crucial to creating happy, loyal customers for a lifetime.
Customers judge your performance as a brand with every interaction, through all channels, including every click they make on your website. But online customer experiences vary dramatically from customer to customer based on a large number of factors. Unless you measure it, you don’t know what quality of experience your customers are having.
Are you measuring the right things?
Most companies today with any significant online presence measure lots of performance indicators, for example:

  • Server availability
  • Network availability
  • Application response time to a scripted transaction But none of the typical measures, like these, actually measure individual customers’ experiences. At any given moment, the customers using your website will be experiencing a range of





    full article was from here: news.zdnet.com/2100-9595_22-263411 .html