This is the second in a two-part series about the importance of web ownership…earlier we explored WHY your support page is important, and here we will tell you HOW you can get that ownership…
I recently blogged about the importance of your support page, and gave you three reasons why you should be showing it a little love. (As a brief recap, the page is important because your customers love online service, there are huge cost savings, and poorly designed pages drive disloyalty.)
We noticed though, in 2009, that the “love” for these pages seemed to be missing, and service teams suffered from a lack of web ownership. But we are wondering now if that trend has changed over the years, and so we asked you about your relationship with the web page today.
And the results seem fairly encouraging. The vast majority (over 70% of our members) say that they have at least a modest level of ownership over the support page, with 31% saying that they have gained that control within the past few years. Only 29% of members said they had little to no ownership over that page because another team is in charge of content and design changes.