Presented by: Joel Coutiño Macias IA and B2C Interaction Presented by: Joel Coutiño Macias

What is B2C? B2C – business to consumer C2B – consumer to business Activities of businesses serving end consumers with products or services Generally retail C2B – consumer to business Business model in which consumers create value for businesses Commonly initiated by consumer

When is interaction common? Introduction of product or service Marketing Growth & Maturity of product or service Troubleshooting Maintenance Improvement

Marketing Effectively promote the product or service What is it? What makes it different? Release date? Control product or service image

Growth & Maturity Troubleshooting Maintenance & Improvements Consumer wishes to communicate with business to correct issues Business wishes to fix issues to appease consumer Maintenance & Improvements Business wishes to inform consumer of updates and fixes & changes Consumer wishes to inform business inquire as to fixes & changes

Common Forms of Interaction Forums & Comments Live Chat Social Media

Internet Forums & Comments Place for online discussions Positive & Negative reactions Answers to common or specific questions Creates a sense of community Often monitored by businesses Community might respond quicker than official company members Messages usually archived for future reference

Live Chat Provides consumer with a “personal” touch when communicating with a business Usually less wait for issue resolution

Social Media Facebook and Twitter Maritz/evolve24 Research (Sept. 2011): 1,298 Twitter who had complained at lease once about a brand or business 1/3 of respondents said received a response from the company Nearly 1/2 of respondents expected a response

The Web has an effect Word of mouth still influences purchase decisions & product success Different approaches Consumers will find a way to communicate Businesses should adapt

References Product Life Cycles: http://courses.unt.edu/kt3650_9/sld004.htm http://en.wikipedia.org/wiki/Consumer-to-business http://en.wikipedia.org/wiki/Business-to-consumer http://en.wikipedia.org/wiki/Promotion_(marketing) http://mac.appstorm.net/roundups/graphics-roundups/the-evolution-of- applecom/ Riegner, C. (2007). Word of Mouth on the Web: The Impact of Web 2.0 on Consumer Purchase Decisions. Journal Of Advertising Research, 47(4), 436-447. http://www.maritzresearch.com/~/media/Files/MaritzResearch/e24/ExecutiveSu mmaryTwitterPoll.ashx

Questions?