Customer support is the next major hurdle for online brand builders, Meg Whitman, CEO of eBay, told the Build Brand Value CEO Forum in San Francisco today. While some online companies consider it an achievement to respond to e-mails within 24 hours, "none of us calls an airline and expects a response in 12 hours,'' she said. Gap Exec VP Robert Fisher, meanwhile, said Gap's online business "is the only real advantage we have against virtual retailers.'' Mr. Fisher added Gap won't spin off the Web operation, noting it is an integral part of the existing company.
Copyright April 1999, Crain Communications Inc.