Industry publication Destination CRM recently did an article with advice on user interface designs for customer-focused websites, quoting extensively from Brian Solis’ public thoughts on the subject.

Excerpt:

Several years ago, a client of mine that shall remain nameless had no “contact us” button on its website because it basically lacked a contact center to deal with traffic, though it did have a skeletal customer service staff who could have fielded calls if customers could have figured out where to go to make them. Thus, with no outlets for the customer to vent or get easy problems solved, this company had a social media firestorm every time someone took a complaint to Twitter or to customer-service-focused websites or communities. Not smart.

Read entire article at DestinationCRM.com