Seven Tips for Better Customer Experience Automation

June 26, 2006

Do you ever get the sense that companies are afraid to speak to their customers? How else to explain an almost knee-jerk impulse to send customers to poorly designed support Websites, or worse, into automated telephone menu hell?

I find it amazing that companies insist on referring customers to automated environments without properly vetting the user-experience themselves. Havenít we learned about taking our customers for granted? You can automate the customer experience, but take heed if you think your customers are automatic.

Read the rest of my column at

- Jonathan Paisner

blog comments powered by Disqus
Brandlogic and CoreBrand have become Tenet Partners — Where brand meets innovation®. More