While we are huge proponents of the importance of creating amazing inbound customer experiences, it occurs to me that not EVERY business needs to worry about it. Here are a few that come to mind:
- Illicit drug dealers
I mean let’s face it, while a few of them may be so bold as to have websites, their customers will likely wade through whatever they have to in order to secure the drugs, regardless of how bad the experience is.
Okay, this one probably NEEDS to be concerned with it, but if they don’t care how long someone stands in line at the post office, while five workers saunter around behind the counter pretending not to notice, they probably don’t care about the online customer experience either, right?
Any website you’re virtually required by law to use can, at least for a time, get by without worrying about the inbound customer experience. Now, granted, it might become front-page news if the experience is a disaster, which could trigger some interest in improving it, but… just sayin’.
- Street vendors
Most street vendors don’t need websites, and those that do, probably don’t need to worry too much about their inbound customer experience (or phone-in orders for that matter).
Even though many are serious about their business, they are not technically a “street vendor” and are unlikely to be too concerned about the inbound customer experience.
Sorry, I just really thought I could come up with six. The point is, if you have a business and are serious about making money and have reason to have a web presence, you SHOULD be concerned with creating an amazing inbound customer experience. Otherwise, you might end up working for one of the six, er… five businesses above!