Customers like to control what information is presented to them, request information based on specification, and link to sites that interest them. Customers do not like the perception that their personal information is being abused. When personalization goes awry, consumers perceive it as intrusive. When personalization works, consumers say it saves them time and broadens their exposure. Online users feel very strongly about intrusive marketing practices, and are choosing via their keyboards with whom they do business.
Customers prefer responses within a few hours, but one day is acceptable.
Good customer service pays off on a World Wide Web that often fails miserably when it comes to responding to customers. Copyright 2001 INT Media Group, Incorporated All Rights Reserved.