Offline participation inequality: 90% hi/bye/thanks, 9% tipping, 1% actual relationships. Customer service online/offline is anticommunity
Conversation
Replying to
the % are an observation or some research? Don't understand how the % relate to customer service..
1
Replying to
. it's a ref to a research based version for online communities. Just drawing a rhetorical parallel. nngroup.com/articles/parti
1
Replying to
a good article, 90/9/1 isn't inevitable, service design makes diff. Curious what the max. attainable equality may be w/o $ for lurkers
1

