Five Ways to Improve Online Customer Service

More and more often, IT is being asked to play a critical role in building relationships with customers. According to CIO Insight‘s November Research study on business process improvement, IT shops are spending a greater portion of their budgets on customer-focused business activities. But are their efforts paying off?

As one of the leading thinkers on the development and management of Web content, Gerry McGovern has consulted many of the world’s largest corporations and government agencies on how to improve digital communications and boost customer service, including Microsoft, the U.S. State Department, Aer Lingus, Hewlett-Packard and many others. He is the author of The Caring Economy, Content Critical and The Web Content Style Guide. His latest book, Killer Web Content (A&C Black), is due out this December. Here are McGovern’s top five tips for making your Web site more customer-centric.

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