Use Friendly Web Sites and Electronic Communication

Slides:



Advertisements
Similar presentations
Chapter Sixteen Channels of Distribution. © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. 2 Marketing Essentials in Hospitality.
Advertisements

Exceed Customer Expectations with Convenience
Insight Into Emerging Trends in Customer Service Chapter 7.
Marketing for Hospitality and Tourism, 3e©2003 Pearson Education, Inc. Philip Kotler, John Bowen, James MakensUpper Saddle River, NJ Chapter 16.
McGraw-Hill/Irwin Copyright © 2008, The McGraw-Hill Companies, Inc. All rights reserved.
McGraw-Hill/Irwin Copyright © 2008, The McGraw-Hill Companies, Inc. All rights reserved. Electronic Business Systems Chapter 7.
Dealing with Emotional Labor
Chapter 7 Electronic Business Systems
1 Chapter 9 Electronic Commerce and Electronic Business.
Electronic Commerce Systems
A Division of Xgen Web Solutions Director Of Technical Services-Juancho Orensanz Director Of Content- Megan McCaffrey Director Of Business Development-
Dobrin / Keller / Weisser : Technical Communication in the Twenty-First Century. © 2008 Pearson Education. Upper Saddle River, NJ, All Rights Reserved.
MAKING THE INTERNET WORK FOR A HEALTHCARE FACILITY Creating functional websites with optimal Customer Service.
Technology Strategies for the Hospitality Industry© 2005 Pearson Education, Inc Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey E-Commerce.
Diamond: Fashion Retailing: A Multi-Channel Approach. (C) 2006 Pearson Education, Upper Saddle River, NJ All Rights Reserved Chapter 2: The Emergence.
The gaps model of service quality
© 2007 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Shoemaker, Lewis, and Yesawich: Marketing Leadership in Hospitality and Tourism,
E-Business Systems Chapter 7 McGraw-Hill/IrwinCopyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved.
Chapter 7 Electronic Business Systems
What is E-Commerce? Section 8.1. What is E-commerce? E-commerce is the exchange of goods, services, information, or other businesses through electronic.
Chapter 5 © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole.
© 2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Chapter 1 Know Why Service Matters
Information Systems Today, 2/C/e ©2008 Pearson Education Canada Lecture Outline eCommerce Highlights of Electronic Business 2-1.
WELCOME TO UNIT 7 Customer Service MT 221 Marilyn Radu, Instructor.
Chapter 12 The Impact of Globalization on Customer Service
websites that work James Pennington Lead IT Consultant.
© 2013 South-Western, a part of Cengage Learning. All rights reserved. Chapter 14 | Slide 1 Understanding Information and e-Business Chapter14.
E-Business Systems Chapter 7 McGraw-Hill/IrwinCopyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved.
SEO and what it means to you. Short for search engine optimization, the process of increasing the amount of visitors to a Web site by ranking high in the.
WELCOME TO UNIT 8. REVIEW OF UNIT 7 Do you feel that outsourcing is good for American consumers and should increase in usage? Yes No.
Chapter © 2012 Pearson Education, Inc. Publishing as Prentice Hall.
Chapter Five Use Friendly Web Sites and Electronic Communication.
Copyright © 2007 Pearson Education Canada 13-1 Chapter Thirteen Marketing and the Internet with Duane Weaver.
Understanding & Use of the Internet E-government Spring 2011 G. F Khan, PhD.
Recognize and Deal with Customer Turnoffs
 2001,Hamsi. All rights reserved. branding in the virtual world.
1 Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall.
Marketing Made Simple and Affordable! Web, Video, Social Media, , and Traditional.
Internet Marketing and Interactive Media
9-1 Chapter 9 The Internet.
WHAT IS E-BUSINESS? Conducting business via the Internet. Capabilities and Benefits of E-Business Global reach, personalization, interactivity, right-time.
Chapter Ten Internet and Nontraditional Media. Prentice Hall, © Interactive media can be defined as: a) Radio programming that is divided into.
Chapter 11: Technology and Customer Service Customer Service: A Practical Approach, 5th ed. By Elaine K. Harris.
Setting up and maintaining a web presence Your brand on the internet.
IT and Network Organization Ecommerce. IT and Network Organization OPTIMIZING INTERNAL COLLABORATIONS IN NETWORK ORGANIZATIONS.
COMPANY PROFILE. ABOUT YELKOTECH We are a team of young, ambitious and deeply inspired professionals with endless creative energy and passion. Our innovative.
Chapter Four Use the Telephone Well for Good Service.
Insight Into Emerging Trends in Customer Service Chapter 7.
Chapter Two USE BEHAVIORS THAT ENGAGE YOUR CUSTOMERS.
The World of Customer Service, 2e Odgers 1 Chapter 13 Chapter 13 Customer Service Technologies Objectives Describe the use of web-based technologies in.
WELCOME TO UNIT 7. Unit 7 The Impact of Globalization on Customer Service Objectives Understand the impact globalization has had on the world economy.
Chapter 15 CHANGE MANAGEMENT. 2 Supervision Today! 6 th Edition Robbins, DeCenzo, Wolter © 2010 Pearson Higher Education, Upper Saddle River, NJ
The Importance of Responsive Web Design Provide By
Chapter 1: Internet Marketing Foundations. Chapter Objectives Describe how computers and servers communicate to enable people to interact with webpages.
Chapter 8 Team Critique Will Beichner and MaFe Menendez.
Chapter Six Recognize and Deal with Customer Turnoffs.
Website Designing and Development Company - Creative Biz Solution We are fastest growing Delhi based Web Design Company. We provide services like Website.
Chapter 9 e-Commerce Systems.
Online Web Marketing Services
SEO Basics to Grow a Small Business
Consumer Benefits of Web Marketing
Chapter 5. Use Friendly Web Sites and Electronic Communication
Use Friendly Web Sites and Electronic Communication
Chapter 7 Electronic Business Systems
E-COMMERCE Learning Unit 4: ADVERTISING IN E-C0MMERCE
Best Practices On-Line Analysis Tools
Chapter 7 Electronic Business Systems
Digital Marketing Company in Chennai - Improve Your Online Business
Presentation transcript:

Use Friendly Web Sites and Electronic Communication Chapter Five Use Friendly Web Sites and Electronic Communication

The Internet is a new avenue for businesses to deliver customer service Provides increased exposure and sales Provides decreased marketing costs Provides opportunities for better customer service

The Web is a “perfect” sales channel AND is an excellent channel for pre-sale and post-sale customer support Customers have come to assume a Web site for virtually any business

Customers can use online knowledge bases to answer their own questions FAQ’s Email responses, searchable by keyword Customer service postings, searchable by keyword Self-learning knowledge databases, searchable with multi-word searches

Web chat allows customers and service representatives to carry on two-way conversations. Blogs can serve the same function—real time conversations. Remember 80/20 rule: the 20% who are reading blogs influence the other 80% One third of US ‘Net users read online forums

Web self-service has significant cost advantages over traditional service channels Employing only one person to maintain a website Allowing full-time staff to answer only unusual questions

Customization Security Integrity Collaboration Entertainment Norms of ‘Net Geners Customization Security Integrity Collaboration Entertainment Innovation

Poorly managed e-services can eliminate any potential cost savings and result in lost customers.

Successful e-service delivery requirements: Website uptime: have redundant servers Navigation ease: one click access Response speed: less than 2-3 seconds to refresh a page Communication alternatives (email, phone) Form & function. Appropriate site design, accessibility

Successful e-service delivery requirements: Benchmarking Traffic monitoring Adaptive knowledge bases

Few companies today can survive without an electronic presence, and today’s Web-mediated customer service offers a low-cost approach for run-of-the-mill customer transactions. Take the opportunity to surprise customers with exceptional e-service.

Feedback: Privacy Policy Feedback
Do Not Sell My Personal Information
About project: SlidePlayer Terms of Service

© 2025 SlidePlayer.com. Inc. All rights reserved.