This research will compare paper and the characteristics of traditional brick and mortar (B & M) Shopper with those of online shoppers. In addition, the research will identify the similarities and differences between the virtual and the real world customers. Distinguish the difference between the world of e-commerce and the real world in terms of communication with the customer. Determine which traditional communication and what customers can not be successfully ported into the world ofE-commerce. , Assess what new communications techniques are unique in the world of e-commerce. And show how the use of multimedia technologies, creates an efficient e-commerce sites. Discussion of communications with the client strategies and practical examples are presented.
Compare and Contrast Models
Brick and mortar buyers go to a particular building, to buy goods. The site has a physical presence, which allows for the customer, face to faceCommunication with employees. Online shoppers can conveniently log on to and search for products and shopping from home. Online shoppers have some advantages, brick and mortar buyers for that reason.
Several factors can be used to compare similarities and differences between brick and mortar shoppers and their colleagues. Prices have an impact due to unavoidable costs such as travel expenses. An online shop has very little effort. This increases the costs for retail sale mayTo minimize display space and storage costs. In addition, online shoppers can not direct factory. This further reduces the cost of storage. This enables online shoppers take advantage of additional savings made possible by avoiding these additional costs. Brick and mortar stores will incur avoidable costs. A site must be built with additional costs. A brick and mortar must be stored so that employees are involved in hiring, wages, too. The retention of the situation isentail additional costs. Moreover, his theft also a factor. These factors may make the cost is higher on a shopper as an online shopper.
Selection will vary in relation online compared to local needs and requirements of the brick and mortar stores. Online stores usually specialize in a particular area. Because of this specialization, it may be easier for online shoppers looking for products that are hard to find or may not be available in store is a brick and mortar. Online shoppers may find more itemsDue to the international demand for various products. Both men and women have the choice between online article. On the other hand, brick and mortar locations which are more dependent on the local needs. If the demand for coats and jackets in Miami, New York small as compared, the brick and mortar shoppers in Miami will find fewer opportunities to higher prices. In addition, many elements in a brick and mortar store can only be offered seasonally. This would have negative results for a shopper's paradise in search of productsout of season.
Convenience may also be a factor, through interaction compared to the online experience to experience. Brick and mortar buyers have the ability to be able to touch and feel. This is not the brick and mortar shoppers a stronger connection with the purchase of the item or. The online shopper would not go anywhere, exhaust, dress up, or search for parking. He or she can easily navigate the web site on the search for the specific position they may be interested in state taxes, may evenbe avoided by buying products online, compared to a brick and mortar store. Shipping costs can be avoided for brick and mortar buyers. You can simply purchase the item and take the items directly from the store. It can be elements that are too large and unwieldy. Shipping costs will definitely apply in these circumstances. Online shoppers have incurred costs each time. The shipping costs can be hidden in the price of the item. The online shopper may not realize he or shepay a delivery fee. This tactic makes online shopping feel, cheaper and more practical.
A warranty can be similar for both buyer. Online shoppers and brick and mortar buyers will tend to have the same kind of guarantee. The guarantee will be provided by the manufacturer. While brick and mortar, the service can do themselves, but usually this is handled by the manufacturer. Finally, yields can be conveniently carried for brick and mortar buyers. Brick andMortar buyer will know exactly which procedures they are with if they are involved to talk to someone. Although most online shoppers, the stores allow returns dealing with distant businesses can. The return is shipping and restocking charges incurred. Dealing with an employee face to face is much more convenient and practical, if involved in any kind of return measures.
Design and Customer Needs
In the design of e-commerce site, the developer must considerSimilarities and differences between the virtual and real world environments, the traditional customers, what forms of communication are clearly available to the e-commerce customers, and what forms of communication can not be successfully ported into the world of e-commerce.
The first area would be that the e-commerce web site designer must include both the similarities and differences between the virtual and the real world recognize traditional customer environments and an understanding of differences in the toModes of communication. First and foremost, organizations need to recognize that the management of communication can be difficult to have both for virtual workers and customers, because these persons are not physically present in his office location and physical confirmation of a verbal message or order. Some other factors include differences in time zones, local working hours and holidays, with fluent English, especially technical language (and organizational acronyms), cultural norms, hierarchical protocolsMessage for the dissemination and responsiveness. Sometimes, the only similarity between the virtual and the real world is the customer's organizational jargon and acronyms.
The second area would be that new communications technologies are unique in the world of e-commerce, and to determine what customers to traditional communication and evaluate which are not successfully ported into the world of e-commerce. Three choices are communicating clearly available to businesses of allSizes in the world of e-commerce are the Internet, intranet and extranet. Advantages of using this technology are attracting new customers, generating new business, improving communications with customers, employees, shareholders and stakeholders. Other benefits of increased productivity, improved quality of service, lower operating costs and the provision of information can be derived quickly and inexpensively.
Can make Internet communicationFeedback:
Discussion mailing list
Newsgroups
Instant messaging and chat
Telnet
Internet telephony
File Transfers
Intranets are an organization is privately owned and accessible network of employees or authorized distributor and requires a login and password. The staff are easily able to important information, such as corporate employee benefits, access to company policies, career opportunities and training materials. Extranets are a type ofexternal intranet. Access includes employees and is open to suppliers and customers. Please log in and password is also required. The direct real-time communication types, such as one-to-one conversations, lectures, presentations and personal meetings are traditional forms of communication with the customer that would not be successfully ported into the world of e-commerce.
The third area would be for website designers, such as through the use of multimedia technologies, it can be shownCreating an effective e-commerce site for customers. With these technologies, companies can remain competitive and at the same time the needs of customers in three key areas: quality, price and service. Meeting Customer Expectations What does that customer service on the web the same as in a real business: it covers all these efforts, who wanted to make customers feel valued, to go, and that it is a business that will provide them qualityProducts at fair prices. Reply on the web to in the absence of actual goods and sales staff issues, it is customer service are literally built into the fabric of the company's website.
Customer Communication Strategies
Enumerable communication strategies are used, with E-commerce on a website. An efficient and effective use of Web tools are a critical factor for customers to visit the website be improved. In general, most companies implement strategies that use easy-to-beand target a larger market. But strategies for niche marketing, either under the umbrella of the parent site or as a standalone tool paths of trade, which also must be applied.
With the increased number of online businesses and potential customers are companies turning to Customer Support Chat to accelerate the resolution of customer issues. This program begins to gain momentum as it allows quick interaction with a representative and has the potential for increased revenues dueimmediate response. Although instant messaging programs are effective, many customers are not willing to share their personal data on the Internet. This question is part of the website design process, which is called the back end of the program. Here, issues of safety and customer relations management before the development of an e-commerce site should be considered capable of doing online business. Individual companies such as PayPal have the entrepreneurs of small businesses, aided by secure paymentMethods for the transfer of securities online at affordable prices. These cars combined with online shopping have significantly improved the customer buying experience.
Companies use e-mail as a standard for simple written support and service. It allows to get in touch, a well known manner with the customer and avoids the need for a long time to wait for a customer service representative. This option is ideal for people who do not require an immediate response. It is not possible to detect verydetailed or visual responses.
Another strategy, many businesses are audio and video concepts for real-time access to information that can not be understood in written form. This approach allows customers to information about streaming audio or video to check. This kind of exchange of information is one-way communication, but does not allow for interactive or real-time access through the addition of video conferencing. Such a strategy works well for training andTo help customers who require visual or audio with their learning and understanding of information. For customers in the need for further direction or explanation about the handling of the company's site using a form with a comments section to a company, physical address, telephone and fax numbers and customer service.
Sourcing a contact center is a necessity for many companies to ask the right questions about billing, sales or technical support. This strategy enables the company to support its customers throughpersonal contact and access to experts who can solve their problem or to explain their bill. This strategy will continue to exist so many people are not prepared to the next level of customer support to move through the use of Web tools.
Internal customers are an important component of e-commerce. Employees must be well trained in their profession, and are up-to-date on company tax roles, policies and procedures. Source is internal to the company's customers need to take a toothe internal website, known as an intranet. There are the internal client's first contact with external customers, it is imperative that they are effectively trained, which is the first internal strategy, the need for training and education tools documentation easily accessible and allows the internal customer support when working with external customers. Together with any strategy necessary options to support employees to understand the information,Dissemination via the Intranet, this strategy allows for the networking of a company by an internal means that safe and accessible for the entire company. This strategy is effective in reducing a leading trend for most business expenses for travel and time for the employees, while allowing more human interface and interaction.
Overall, the strategies to assist customers are required to allow for a pleasant experience for the customer, whether local or remote, internal orexternally. The options are abundant on the Internet and Intranet, and few are represented here, most are given the strategies of firms required as individual as the company itself, and much more needs to be made into the right solution is for the customer the company's base.
Conclusion
This paper has considered compared in his analysis of e-commerce from the perspective of the customer and the characteristics of traditional brick and mortar contrast (B & M) Shopperwith those of online shoppers. The research has identified the similarities and differences between the virtual and the real world people to distinguish the difference between the world of e-commerce and the real world in terms of communication with the client to determine where traditional communication with the customer and can was not successfully ported to the world of e-commerce. In addition, new communication technologies were discussed and examples were shown how the use of multimediaTechnologies creates an efficient e-commerce sites. Discussion of communications with the client strategies and practical examples presented. Analysis by research concludes that e-commerce conducted from the perspective of the customer feels like and offer customers the tools that can most effectively bring about the result; defines customer satisfaction and loyalty.
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