Customer Empathy

If only more businesses would take the message of The Cluetrain Manifesto to heart! Markets are conversations. Their members communicate in language that is natural, open, honest, direct, funny and often shocking.

I just visited the site of The Ultimate Business Resource, companion site to a weighty tome I thoroughly enjoy. I click “Latest Updates,” get a little useful information, and am greeted with:

Microsoft VBScript runtime error ‘800a0009’
Subscript out of range: ‘[object]’
/updates.asp, line 81

Friendly sort that I am, I click back to the Home Page, figuring I’ll inform the webmaster of the error. (I always appreciate it when a Good Samaritan emails me about glitches at Internet Time Group’s sites.)

Search as I may, there’s no link to the webmaster. Or to anyone but people who want to sell me the book. There’s no way to open a conversation. Funny that the site of a book on the best ways to do business is either so arrogant they figure no reader has anything to offer or inept that they forgot to put a link to someone who can deal with glitches.

Posted by Jay Cross at March 2, 2003 01:24 PM | TrackBack