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Tuesday, September 12, 2006

Kawasaki lets the good and bad times roll 

OK. Now that I've dated myself, I'll throw out something that Guy Kawasaki mentioned in passing in his blog:

Hmm...maybe there’s a business here: an outsourced company that would monitor what people are saying about an organization and help the unhappy ones and thank the happy ones. Bloggers could use company to thank other bloggers for links, post comments, and respond to tirades, etc. It would be perfect for someone who wanted to work at home.

ZDNet Research has...um...researched:

About 15% of the companies surveyed by Customer Respect Group did not reply to email inquiries, and another 14% did so only partially. Overall, 40% of all inquiries sent to retailers resulted in a timely response, with 70% of those responses arriving within a day. Online customers, in general, expect to receive an answer within 24 hours.

But does a task such as this truly need to be outsourced, as Kawasaki suggests? Outsourcing works when (a) the outsourcer can do it cheaper, or (b) the outsourcer can do it better. However, it's probably easy to get a minimum wage person (or, horror of horrors, an Indian) to say "Thank you" and "I'm sorry."

I need to remember this in my personal life.

From the Ontario Empoblog (Latest OVVA news here)

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