One Step Ahead

The latest research from The Customer Respect Group shows that big companies aren't doing enough to respect on-line customers. According to them, many leading companies just aren't bothering to respond to queries from potential customers who visit their Web sites. They found that 12% didn't respond at all, and a further 21% responded to only half the queries. That's one in three companies in total!

Imagine if that happened in a real store: You walk in to a shop, go up to a shop assistant to ask for help, and they didn't bother talking to you! That sort of behaviour is inexcusable in a physical shop, so why is it considered OK on the Internet? Well, of course it's not. And the survey also found that 20% of on-line shoppers will go directly to a competitor's site if they have a bad Web experience on yours.