When was the last time you were unable to buy an item in a store during regular business hours? Or not make a deposit in your bank branch or at an ATM? Or not have your insurance agent write you a new policy in his office? If it’s not an acceptable practice for customers to be unable to conduct business offline, why should you treat them any different online?
What do you have to lose?
The most catastrophic failures happen one customer at a time. Consider these examples.
One missed Ebusiness restaurant supplies order can be equivalent to one week’s worth of
revenue. A single problem affecting online insurance policy applications can add up to
2,000 failed polices annually—a net negative business impact of $2.2 million dollars. Now
those are expensive problems.
If you are responsible for managing an Ebusiness or for the Web self-service channel of your business, why are you letting these customers down? It takes only one potential customer experiencing only one problem, a single time, to switch to a competitor. Isn’t it time to run your Ebusiness like a real business? . . . . continued
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