knowledgecontact.com

Mulling the news today re a Harris poll and the problems with online shopping, specifically:
Forty-two percent of consumers who experienced problems during an online transaction switched to a competitor or completely abandoned their effort….
Another 52 percent who have experienced bad service from a contact center after they had a problem online have completely [...]

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According to a recent Forrester study, 79% of all companies with a website channel fail to make their page text legible–either because of font size or type, background color, competing graphics or what have you. That failure leads to a significantly higher customer abandon rate.
Another common problem with websites is security. The highest [...]

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Does the future belong to librarians? Is Library Sciences the new geek magnet? Rohit at Influential Marketing Blog seems to think so. He points to a burgeoning generation of librarians that are blogging, using wikis, and involved in all kinds of social media and don’t find any of it new or threatening…in [...]

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Here’s a blog with intelligent, useful feedback on a recently purchased Nokia N75–I wonder if Nokia is listening.  The post received two comments back with agreement on the difficult UI and knowledge base information.
Nokia should be harvesting and using this information:

for the short term, online FAQs, trouble-shooting, agent assists
for the long term, future product launches, [...]

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I’ve been reading

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