Comments on: Best Practices for Rockin’ the Online Experience http://customersrock.net/2007/05/10/best-practices-for-rockin-the-online-experience/ Focusing on customers, their experiences, and how businesses can make sure their customer experiences rock! Tue, 31 Aug 2010 18:26:17 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Becky Carroll http://customersrock.net/2007/05/10/best-practices-for-rockin-the-online-experience/comment-page-1/#comment-1418 Becky Carroll Fri, 11 May 2007 17:02:04 +0000 http://customersrock.wordpress.com/2007/05/10/best-practices-for-rockin-the-online-experience/#comment-1418 Thanks, Lewis. Yes, customer's needs should be the starting point for our decisions, especially online. If we miss the mark, we waste money. In the case of online support, we end up spending twice when their needs aren't met online and they have to call in for support! On the number of clicks, one click is ideal but may not be realistic in some cases. If a tech support question is complex, one probably has to use search to find the topic, then click on the answer. However, as you stated, this is from the customer's perspective. What should an organization do that has customers requiring one-click answers? Perhaps the online channel isn't the best for their tech support, or perhaps they are directed to a chat session where they can get immediate help with one click. Thanks, Lewis. Yes, customer’s needs should be the starting point for our decisions, especially online. If we miss the mark, we waste money. In the case of online support, we end up spending twice when their needs aren’t met online and they have to call in for support!

On the number of clicks, one click is ideal but may not be realistic in some cases. If a tech support question is complex, one probably has to use search to find the topic, then click on the answer. However, as you stated, this is from the customer’s perspective. What should an organization do that has customers requiring one-click answers? Perhaps the online channel isn’t the best for their tech support, or perhaps they are directed to a chat session where they can get immediate help with one click.

]]> By: Lewis Green http://customersrock.net/2007/05/10/best-practices-for-rockin-the-online-experience/comment-page-1/#comment-1417 Lewis Green Fri, 11 May 2007 15:08:57 +0000 http://customersrock.wordpress.com/2007/05/10/best-practices-for-rockin-the-online-experience/#comment-1417 Great post Becky. I love that you started out by explaining customers needs. Unless we meet them, all the rest that we do will matter much. And then there are customers like me: three clicks are two clicks too many. Great post Becky. I love that you started out by explaining customers needs. Unless we meet them, all the rest that we do will matter much. And then there are customers like me: three clicks are two clicks too many.

]]>