Providing online customers with an 'extraordinary customer experience' in telecommunications markets

Matt King and David Jamieson

This paper examines important issues facing telecommunication firms with regard to their website design.

providing online customers with an 'extraordinary customer experience' in telecommunications markets

Matt King andDavid Jamieson Maritz Research

Introduction Why worry about the customer's online experience?

Since the mid1990s, businesses, government, and nonprofit organizations have all moved towards websites as electronic 'front doors' to their products and services. Many have thus become increasingly dependent in one way or another on the effective workings of their World Wide Web presence. Nowhere is this more apparent than in the private sector where organisations have come to see websites as a means for creating competitive advantage.

However rising above the...

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