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Sunday, December 19, 1999
Service is everything: David Strom's Web Informant #179 gives some great cases-in-point about e-customer service. Bottom line: outside of Amazon and too damn few others, it tends to suck.
David's mailings are routinely excellent, by the way, and highly recommended. It is worth noting that some of Cluetrain's attitudinal ancestry — at least for Doc — began with The Web is not TV, a guest essay on Web Informant. Radical agreement: Frank Rich of The New York Times sounds like a Cluetrain co-author in this op-ed piece. A sample: To see how the generation gap wreaks havoc in the private sector, look at any major media corporation, such as Time Warner, that has thrown away millions on an ill-conceived Web portal; chances are you'll find hands-on Internet ignorance among the analog suits at the top (much as the movie moguls of an earlier generation failed to "get" television). Sorry if you have to register to read the piece. At least The Times is better than it used to be about that stuff.
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