ND e-commerce Carl Arrowsmith Session 7 Customer Attitudes.

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Presentation transcript:

ND e-commerce Carl Arrowsmith Session 7 Customer Attitudes

Last Week Identifying and meeting customer needs –Ways to identify needs (questionnaires meetings etc) –Meeting the needs –Effects of meetings needs

SMART When identifying questions its wise to apply the popular SMART mnemonicmnemonic Specific Measurable Actionable Relevant Timely or time related, historic analysis

SMART Prevents Problems Following SMART will remove many problems 1.Developing questions for which you cannot collect accurate or complete data. 2.Developing questions that measure the right thing, rather than creating tests to show good numbers. 3.Writing so many questions that you create excessive overheads and red tape.

This Sessions Objectives Gain an understanding of customer attitudes and the differences of markets

Differences of B2C & B2B B2B web site : Usually require less promotion Fewer buyers but larger orders Should not give away to much information for competitors to view Buying products will involve several people/departments Buying decisions lengthy, supplier selection and product evaluation

Differences of B2C & B2B B2C web site : High levels of promotion Small orders, many buyers Will have to give away information, such as products stocked, qty in stock etc. Buying products normally involves one person. Buying decisions usually don’t take long.

Customer Attitudes Customers have different levels of understanding with regards to e- commerce Some are oblivious to benefits Many consumers however have fully embraced buying/trading online Most see the internet as a great opportunity

Why ? Why would a consumer not use the internet for commerce purposes ?not Why would a consumer use the internet for commerce ?

Attitudes E-commerce only took off to public around 1998, its still new. Sales are increasing all the time Amazon Sales millions $

Numbers using e-commerce Study from Manchester Metropolitan University

Findings Greatest benefits of e-commerce were convenience and value Payment and after sales were seen as more problematic than traditional outlets Areas of advantage for e-commerce: –Books, Travel Tickets, Banking Areas not so advantageous: –Clothing and groceries (things that you like to see before purchase)

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