we talked about server log, coded page, and panel date.
server log: record kept at the server level that records each file requested from a website.
panel data: the process for using panel data to generate site effectiveness data is the same as using panel in the general marketing research process.
coded pages: the use of coded pages is a new method of collecting data.
we talked about anticipatory customer service. they need to be proactive and not wait until customer requires something.
and then we talked about their role in successful customer service delivery.