Intime customer service3/21/2023 ![]() ![]() ![]() The type of reviews and information that is available to consumers today about nearly any product they’re considering investing in was nowhere near as readily available as it is today. To find out information about a company’s product, the only information the consumer could be provided was the company created information. The primary ways that they were able to communicate with the company were through fax, calls, voicemails, and eventually, emails as the internet became more widespread. In today’s consumer society, companies can be reached through social media, email, live chat, and in some cases, messenger apps - and the customer service department is typically available 24/7.īack then, it wasn’t as easy to get in contact with a company as it has become today. The way the customer communicates with a company has vastly changed over the last twenty years. With only 41% of American adults online during 1998, the online feedback about customer service experiences would hardly be able to have the same impact it does today. Through both of these, a customer could share their experience with a brand instantly to whoever was in the chat room or whoever happened to stumble upon their Geocities site. A good customer service experience could have the same effect that customer goes home and calls up their friend to tell them about how fabulous the service was so that the friend tells theirs and goes to check out the company on their own.įor both good and bad experiences to be shared in a massive way such as they are today, the closest they could come would be AOL Instant Messenger chat rooms or on self-created Geocities websites. One incident could quickly turn away customers the brand already had or could have acquired if the experience had been positive. One bad customer service experience and that person would be on the phone telling their friend what had happened who would, in turn, tell their friends and so on. Word of mouth would help build a brand’s business or cause a potential customer to turn away due to an experience someone they knew had and informed them of. ![]() In the case of the customer, the way customer service was primarily talked about hasn’t changed very much. Let’s jump inside our online time machine and take a look. So in a world that wasn’t wholly connected online yet and where all the information about a company and their customers’ experiences weren’t at the tips of a potential customer’s fingers (yeah, no smartphones either) how did people talk about customer service then? Social media as we know it today with Twitter, Facebook, Instagram, and Yelp was nothing but a long distance pipe dream that would take another few years to begin becoming a reality. Recess was for trading Pokemon cards, and you were trying hard not to kill your Tamagotchi.Ĭomputers were operating on Windows 98 and came with Internet Explorer, Google was only just founded, and Amazon merely sold books. Movies were rented at the video store and odds were if you were a kid, you were blowing into the cartridge of your favorite video game and praying it worked without erasing your game in the process. The average income for a household in 1998 was $38,100 - you could fill your car for $1.15 a gallon, and a stamp cost all of 32 cents. While many of the things we know and are familiar with came to be that year, there were a lot of things different about the world back then. The year of political sex scandals, the unveiling of the first iMac from Apple, and the introduction of Harry Potter to the world. The year of Titanic and Leonardo DiCaprio, Godzilla, Saving Private Ryan, Armageddon and Steven Tyler’s screaming about not missing a thing. The year of boy bands, Britney Spears and the Spice Girls. ![]()
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