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Most Online Shoppers Want Live Customer Service
Oct 29, 2009

Being able to transact on-line is not enough.  Customers need to connect live with a person. The Art Technology Group recently published a survey on the importance of personal connectivity. With the Holiday Season upon us while some "brick and mortar " retailers are hunkering down with limited inventory and floor help , on-line retailers ( the smart ones) are seeing this an an opportunity to reinforce the value of the on-line experience. To illustrate visit the Zappos website; every page lists a phone number; you dial in and get right to a live person. That is why they are such a pleasure to do business with...



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"How You Do What You Do", by Bob Livingston

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