500 Ways to Communicate.

Oy.or, Why Should a Customer Choose Your

New Offering?

Jared Goralnick, Founder

April, 2010

eComm 2010 | 500 Ways to Communicate 3www.AwayFind.c

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a ZILLION communications tools

www.AwayFind.com

Your customerHow do you reach them?

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flickr.com/photos/22624845@N02

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Technology Can’t Change People

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www.AwayFind.com

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www.AwayFind.com

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Getting Past the “Suck Threshold”

Image: Kathy Sierra, http://headrush.typepad.com/creating_passionate_users/2006/03/how_to_be_an_ex.html

www.AwayFind.com

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www.AwayFind.com

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?“OK, Great.

How do I Educate

?”

www.AwayFind.com

They won’t RTFM.

But good content, that

they’ll FR.eComm 2010 | 500 Ways to Communicate 11

www.AwayFind.com

Sample: Batching

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Start a Task

Don’t Multitask

“Cone of Silence”

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Sample: Responsive vs.

Available

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People will respect a consistent response within a reasonable amount of timeA few hours is still good customer service

flickr.com/photos/ov3rload/

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What concepts do your users need?

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http://www.flickr.com/photos/qisur/

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Educate

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Let’s keep in touch

Jared Goralnick

+1 240-296-0800

jared@awayfind.co

m

@technotheory