Written by Bob McElwain

Peter Drucker believes ecommerce will be torepparttar Information Revolution whatrepparttar 109088 railroads were torepparttar 109089 Industrial Revolution.* To oversimplify,repparttar 109090 Industrial Revolution was a time in which tools were produced that replaced people inrepparttar 109091 manufacture of goods. Inrepparttar 109092 first thirty years, all was devoted to producing known products with machines.

While there were drastic social changes withrepparttar 109093 massive shift from rural to urban living, there was little change inrepparttar 109094 products produced and purchased. They only became more readily available at ever more modest cost.

Only later didrepparttar 109095 Industrial Revolution produce something new -repparttar 109096 railroads. Forrepparttar 109097 first time in history, people could readily move great distances inexpensively. (Hauling freight came much later.) Railroads brought a thirty year boom in Europe, and an even longer one inrepparttar 109098 United States. While many other parts ofrepparttar 109099 world got started somewhat later,repparttar 109100 boom did not end for them untilrepparttar 109101 outbreak of World War I.

What Will Arise From The Information Revolution?

The parallels betweenrepparttar 109102 Industrial and Information Revolutions are astonishing. Thus far computers,repparttar 109103 Web, and information technology have created nothing dramatically new. They have merely changedrepparttar 109104 ways in which information is gathered, managed and reported. And to some extent,repparttar 109105 way in which consumers purchase goods.

Computers themselves have changedrepparttar 109106 way in which products are manufactured, including their design. And a few new spinoffs have come torepparttar 109107 fore. But there has not been anything revolutionary in any of this. Nothing yet has hadrepparttar 109108 impact of railroads onrepparttar 109109 whole ofrepparttar 109110 social fabric.

If Drucker is correct, ecommerce will have an impact equivalent to that ofrepparttar 109111 railroads earlier. Thus farrepparttar 109112 Web has produced less change inrepparttar 109113 way business is done than ore cars running on steel rails effected mining. In short,repparttar 109114 real drama and excitement is yet to be revealed.

Given easy access torepparttar 109115 Web, you and I have been invited to join in. For myself, I don't want to miss a beat.

A Radical Shift Is Upon Us

There appears to be an awesome and exciting shift emerging inrepparttar 109116 way business is done. There are those who feel that if it's good for business, it's good. Period. I hold a different view: If it's not good for people, it's not good.

Many with a business orientation are likely to abandon my thinking here. Those convinced people are sheep born to be shorn certainly will. But whatever your view, enormous changes inrepparttar 109117 way in which business is done are rushing down upon us. Companies who do not embrace them, will be swept away into history.

What Will Customer Service Come To Mean?

For example, automated telephone systems and elevator music will fade away, as willrepparttar 109118 companies that cling to such barriers. People will not be content much longer, with clutching a phone to their ear, trying to accomplish some other task, while waiting forrepparttar 109119 answer they need right now.

"The customer comes first" will remainrepparttar 109120 driving force behind all successful businesses. Today, such phrases mumbled by all are generally mere tokenism. Tomorrow they will come to have an entirely new meaning.

Contemporary companies provide such services at their convenience. The endless round of voice mail and recordings in which busy people respond only to leave yet another message will come to a screeching halt. Successful companies will provide support when a customer requests it. And they will do so quickly.

The Human Touch

Written by Bob Osgoodby

Sure,repparttar e-tools available for an online merchant are great. We have up torepparttar 109087 minute product selection on our web pages, and autoresponders that can follow up requests. We have our own online mall, immediate payment methods to prevent that "cooling off" period, secure sites for financial transactions, and all sorts of e-tools at our disposal. But what is wrong? You're not being overwhelmed with sales, and barely making expenses.

Stop for a moment. Why are potential customers leaving your e-store without placing an order. Assuming you have a decent product and prices, why are they not buying.

Possibly they have questions that are not being answered, and would like to talk with a live human being. The brick and mortar store hasrepparttar 109088 edge overrepparttar 109089 e-store, when faced with a customer that needs personal contact to feel comfortable.

If someone has reached this point, usually all they need is a little assurance before placing their order. And here isrepparttar 109090 funny part - they may not even want to talk with someone, but may just want to be sure there is someone they can contact if there is a problem.

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