October 1, 1997

Think customer service in design of Web features

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Is it like TV? Is it like serial print publications, such as magazines?
Most people who concern themselves with these questions agree that "narrowcasting" best describes the Web — it provides specific information to a specific target audience, to consumers in a specific niche. The trick is to figure out what that target audience — your customers — needs, and how to best use the unique capabilities of the Web to meet those needs.
An answer that˜s working for many companies is to make customer service the focus of the Web site. It˜s a win-win proposition. Providing customer service via…

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Christopher Wood
Christopher Wood is editor and publisher of BizWest, a regional business journal covering Boulder, Broomfield, Larimer and Weld counties. Wood co-founded the Northern Colorado Business Report in 1995 and served as publisher of the Boulder County Business Report until the two publications were merged to form BizWest in 2014. From 1990 to 1995, Wood served as reporter and managing editor of the Denver Business Journal. He is a Marine Corps veteran and a graduate of the University of Colorado Boulder. He has won numerous awards from the Colorado Press Association, Society of Professional Journalists and the Alliance of Area Business Publishers.
Categories: Columns Guest Opinion
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