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The Value-added Activity Begins after the Customer hits 'Submit Order'

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October 1, 1999 *2,400 subscribers* Volume 1, Issue 09
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ECnow.com 1999 trend #02: "Companies will begin to recognize that the value-added activity begins after the customer hits 'submit order' and that "Customer service will become the point of differentiation"



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Our next issue deals with what makes consumers buy online. We'd like your opinion on 'whether you think consumers are less concerned about security issues and whether they are more concerned with privacy issues' and 'are companies focusing on non-monetary forms of currency (time, attention, trust & convenience). Please include the city, state/province and country you're from since will publish your initials and geographic info with your response.

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Each year the staff at Beloit College in Wisconsin puts together a list to try to give the faculty a sense of the mindset of that year's incoming freshmen. Here are a couple items from this year's list:

  1. The people who are starting college this fall across the nation were born in 1980
  2. They have no meaningful recollection of the Reagan Era and did not know he had ever been shot
  3. Black Monday 1987 is as significant to them as the Great Depression
  4. They were 11 when the Soviet Union broke apart and do not remember the Cold War
  5. They have never feared a nuclear war
  6. Tianamen Square means nothing to them
  7. Atari pre-dates them, as do vinyl albums
  8. They may have heard of an 8 track, but probably never have actually seen or heard one
  9. As far as they know, stamps have always cost about 32 cents
  10. They have always had an answering machine
  11. Most have never seen a TV set with only 13 channels, nor have they seen a black-and-white TV
  12. There has always been VCR's, but they have no idea what BETA is
  13. They cannot fathom not having a remote control
  14. The Tonight Show has always been with Jay Leno
  15. They never took a swim and thought about Jaws
  16. The Vietnam War is as ancient history to them as WW1, WWII or even the Civil War
  17. They never heard: "Where's the beef?", "I'd walk a mile for a Camel," or "de plane, de plane!"
  18. They do not care who shot J.R. and have no idea who J.R. is
  19. Kansas, Chicago, Boston, America, and Alabama are places, not groups
  20. McDonald's never came in Styrofoam containers

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Publisher, Mitchell Levy (VMS3.Executive.Producer@ecnow.com)
Editor In Chief, Gay Slesinger (ecmgt.chief.editor@ecnow.com)
Managing Editor, Gail Klein (ecmgt.managing.editor@ecnow.com)
News Editor, Jim Siegl (VMS3.News.Editor@ecnow.com)

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