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WebWord Weblog Posting Posting Date: January 18, 2003 Self-service requires people to deliver full benefit -- "Many organizations see the Web as a self-service environment where labor costs can be reduced. Self-service and convenience are not always in sync. Where that happens, nobody benefits."
Reader Comments...
Some things do not lend themselves to self service. Think you have to analyse the "human" touch points and assess if these are too important to justify self service. Parts of an interaction or process may justify it. Think I am addicted to webword ... where does one seek help? :) Posted by: Daniel Szuc on January 19, 2003 12:03 AM
This is another problem that I had with the 37signals e-commerce search report ( see screen dump ) Upon entering, you ask the first salesperson you see if they carry the power cable you need: "ThankMate power adapters?" The clerk responds, "You must mean 'ThinkPad', I believe those are kept with the laptops, over in aisle two." Luckily, most salespeople are flexible enough to get us on our way despite these minor errors. And as the top performing retail sites in this report demonstrate, the best online search engines are just as flexible. This is complete and utter hogwash. People add so much more to a 'consumer experience' than this supposed example. Anyone who starts from the premise that software can ever be better than people need their heads examining. Posted by: Mac on January 19, 2003 02:07 PM
Re: WebWord addiction. What does the 'S' stands for in 'John S Rhodes'? Tell me the name of one of my cats? Where does PeterV live? What nationality is Vincent Bernard? Who is obsessed by Samuel Johnson? Otto Octavius is ??????? Who said "over both the short-term and long-term studies less than 50% of the features of the word processor were used total." What day was John born on? Who suggested this movie quote about Making concessions ? Here are some clues. Now tell me if you are addicted.
OK ... I admit it ... I need to attend some "webword" induction and training courses :) Posted by: daniel szuc on January 20, 2003 01:39 AM
It's unfortunate that the article quotes e-banking as a case where human support is necessary. E-banking should be a natural for self-service. The difficulties my bank's e-banking presents are extreme slowness and bad design - I loathe it so much I'm thinking of switching. Posted by: Philip Chalmers on January 20, 2003 11:16 AM
Philip raises an interesting point or question. How much does the total "customer experience" impact your loyalty? For example, you may get a good experience at the counter but an average experience online. Posted by: daniel szuc on January 20, 2003 07:54 PM
Daniel Szuc we meet again! Since we last spoke my career has taken quite a turn and I have stumbled into the world of e-commerce! Have downloaded some of your articles on usability from Apogee and promise to read over the weekend.
Daniel, you may be interested in this: WebWord Induction World Tour My name is Mucho Looto and I want to show you how to build a six figure income in just six months; absolutely FREE. I know you're thinking this sounds to good to be true. Well it is; because I know the hush - hush secrets that all the big money gurus started with and are still using to this day. Examples are NNGroup, NNGroup, and uhhhhhhh NNGroup just to name a few. These secrets are all in the FREE* p-book "Untold Secrets To Wealth On The Wab" that I want to give you. This p-book will not only tell you the big hush - hush secrets but it will tell you how to get your very own Internet business with little or LOADS of money, why classified and opt OUT list advertising don't deliver the results you would want FOR your business and much, much less. * FREE p-book will be given to all attendees at any of the WW Induction Events on our current World Tour: Scunthorpe UK : 29 Feb 2003 at the Conservative Association Send money now !!!!!
Wouldn't an official WebWord Conference be a hoot? Ha! Posted by: John S. Rhodes on January 22, 2003 10:12 PM
Magic :) Webword conference ... sounds good to me! Mr Mucho Looto I will be in touch ... shortly ... mmmm ... dont call us, we will call you. Mucho Thanko Expresso Groucho Harpo Chico Daniello Posted by: daniel szuc on January 25, 2003 10:58 PM
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