Why Wasn’t I Consulted?

January 7, 2011

Paul Ford's fabulous essay, The Web Is a Customer Service Medium, on the fundamental question of the web: "Create a service experience around what you publish and sell. Whatever 'customer service' means when it comes to books and authors, figure it out and do it. Do it in partnership with your readers. Turn your readers into members. Not visitors, not subscribers; you want members. And then don't just consult them, but give them tools to consult amongst themselves. These things are cheap and easy now if you hire one or two smart people instead of a large consultancy. Define what the boundaries are in your community and punish transgressors without fear of losing a sale. Then, if your product is good, you'll sell things."

Actually enjoyed your summary more than the essay itself. Thought provoking concept for me as an author.

Tom4Surfing [+1]
Jan 7 11 at 10:32 am

I loved that essay too. I’m uploading a video I created about it right now, should be live in the next couple of weeks.

Mitch Wagner [+17]
Jan 16 11 at 1:23 pm

Comments are closed. Thanks for reading!