Thinking about your own Internet experience, can you think of a specific encounter in which information or knowledge clearly improved your interaction with a human agent?  Can you think of an encounter in which the human agent lacked the information …

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Consumer concerns about the privacy of their personal data The increasing use of the Internet around the world has heightened consumer concerns about the privacy of their personal data. What is the nature of the concerns, and what are their …

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Variables are needed to measure the effectiveness of branding efforts on the Internet What kinds of variables are needed to measure the effectiveness of branding efforts on the Internet?  Where are these measures obtained? There are different metrics used for …

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Internet has the capacity to increase customer expectations about service The Internet has the capacity to increase customer expectations about service levels and also to be the vehicle that delivers service that meets or exceeds those expectations.  Take a position …

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Moving all service delivery to the Web  Moving all service delivery to the Web where customers can access it when they need it is the most important aspect of building a successful customer service program.  Do you agree or disagree? …

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Internet capacity to increase customer expectations about services The Internet has the capacity to increase customer expectations about service levels and also to be the vehicle that delivers service that meets or exceeds those expectations.  Take a position on this …

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