Yet, they are still considered a fundamental building block of any enterprise's customer service strategy. If you are truly listening to your customers, then you know exactly what to do next. But, don't fail to understand that star-fishing the customer service technology evolution has little to do with technology or infrastructure, it's much deeper than that. Its customers are advertising firms, agencies, newspapers, magazines and other visual artists. Getty is hustling, mostly by acquisition, to replace the atoms of paper catalogs and celluloid based film into the bits and bytes of Web sites.
Customers do keyword searches of the Web-based catalog and view uncorrected and rough images.
A credit card is all it takes to make a purchase. What took a month, now takes minutes. Nothing but 'Net. But it wasn't always such a slam dunk. The biggest challenge for Getty, and it may still be, is that there was a culturally embedded form of legacy hesitation that genuinely feared the reverence for photography would be corrupted and lost forever.