Kathy Sierra at Creating Passionate Users has a candid post on how customers are treated before and after the sale. An excerpt:
Most companies would never outsource their sales reps, but we all know what happens with most tech support.
Most companies would never outsource their sales reps, but we all know what happens with most tech support.
Most companies would never make a brochure with the same (lack of) quality in the product manual.
Most companies would never make their main website as uninviting as the tech support site.
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