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EMPATHY, not “Internet Traffic” – key to home based business success?
Having EMPATHY, as we define it, could be your secret to your home based business success. You were either born with it or you were not. If you were born with it, you will never loose it. If you were not born with it, you can become more empathetic,...
How Do You Live the Internet Dream? Automate, Automate, Automate!
Copyright 2005 Diane Hughes There’s no doubt that one of the things that excited you about operating your online business was the thought of making money while you sleep. Having free time to spend with your family while - at the same time -...
How To Start An Internet Business – Meta Tags and Keyword Density
Okay, you have a domain name, layout and content. Now we get to a step that will go a long way to determining how the site will rank. Yes, we are going to focus on two infamous topics, meta tags and keyword density. Meta Tags Meta tags are html...
Speakers and Trainers - The Internet is Your Biggest Megaphone
Speak to an Audience that Reaches across the Globe As a professional at home on the platform, you’ve spent years polishing a compelling message. The presentations you make are honed to perfection. Your delivery style draws raves and repeat...
Writing Articles as an Affordable Internet Marketing Method
From Overture, a keyword suggestion tool, you will see the millions of searches done to a certain keyword. When these keywords are typed on search boxes of search engines, indexed websites containing articles with those keywords will...
 
The Internet and customer care: aid or anarchy?

Consumers take customer care into their own hands

It was reported in ‘Marketing’ magazine this month, that Britain is becoming a “disaffected nation”, with each adult apparently making an average of 12 complaints to service providers each year, based on a “Service in Britain” survey by ASR (Andrew Smith Research). In response to the rise of the ‘assertive consumer’, brands are endeavouring to make sure ‘good customer service’ is a recognisable characteristic in the form of testimonials, efficient call centre responses and empowering staff throughout the company to resolve problems. Most complaints were about power, utility or postal services at 42%, followed by supermarkets, telephone providers, TV or ISP providers and banks. Insurance companies were also in the top 10 with 21% of the articulate disaffected nation.

Which? Magazine (http://www.which.co.uk/ ) has been campaigning for consumers’ rights since 1957, though with the advent of the World Wide Web, other companies have also been capitalising on consumer frustration. Since the late 1990s, a new breed of consumer champion websites has emerged, including uSwitch, moneynet ( http://www.moneynet.co.uk/ ), moneyfacts (http://www.moneyfacts.co.uk/ ) and the motley fool. These websites offer free subscriptions to financial product information, providing comprehensive and impartial cost comparisons. Consumers can search on a variety of criteria, so they always get the best quote for their particular circumstances. In


addition to an increased uptake in using search engines to research products and companies, consumers are increasingly utilising these comparison websites to ensure they get the best deal. Websites such as Kelkoo ( http://www.kelkoo.co.uk/ ) and Ciao ( http://www.ciao.co.uk/ ) also provide the consumer with tools to make a wise purchase decision, incorporating reviews from registered users to encourage trust in the site. Amazon and eBay ( http://www.ebay.co.uk/ ) are now household names because they have established online communities of trust and their loyal supporters bring new customers.

The disaffected nation is becoming an increasingly IT literate force, with its soldiers equipped with e-mail addresses, online bank accounts and familiarity with a range of online retailers. As broadband penetration increases and websites offer an increasingly sophisticated range of services, companies will be less worried about bit rates and more concerned about bite rates as word-of-mouth whips its way through e-mails.

Whilst certain companies may still be slow to react to customer concerns, market monopolies are gradually being disbanded as consumers embrace new ways of shopping.

Further information:
http://www.andrewsmithresearch.co.uk/index.php?f=data_our_services&a=1

About the Author

Rachel works hard for a media company in Edinburgh, as well as occasionally ranting for the personal finance blog http://cashzilla.blogspot.com/. Rachel’s favourite drink is Guinness.

 

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