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They can't get no satisfaction...The Internet today is a utility, not a novelty. And the people using the Internet have changed - they are wising up, and they are learning to get what they want, when they want it. Tired of being overwhelmed with companies and under whelmed by their experiences, consumers are beginning to assert themselves through their choices. So, companies have to start delivering, or consumers will move on. The poll also found that 93 percent of customers agreed with the statement: "If a company's customer service department or Web site is responsive to my questions, I am more likely to trust that company." In addition, the poll found that regular users want more than just easy navigation and basic content. They want personalized information and sites that are relevant to their specific needs, and good search facilities and regularly updated content will also help improve their experiences. Show off that flash! If you have put in the effort to create a jazzy intro, the least a customer can do is sit through it on every visit, right? Wrong. Not all users adore animation; so always provide users with the option to skip your Flash introductions. Get loud! Think that workers surfing at the office really enjoy sharing a blast from their speakers with the boss two offices away? Have mercy... Moving forward. Minimizing users' indecision by making sure that the 'back' button keeps them locked securely in your domain is not a good idea. So, what exactly does all this mean? That companies have to work harder at giving customers what they want. They have to build good web sites and make them user friendly, actively listen to their customers, and provide them with timely service and results. And remember that online customer service is a must; remember that people want to talk with people; and remember that the simple things count. Ultimately, online customer satisfaction is possible. You just have to want to give it. About Grant ShippeyGrant Shippey is the chief executive and founder of leading digital design agency Amorphous New Media. View my profile and articles... |