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

2. 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

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

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

10. 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

11. Common Forms of Interaction
Forums & Comments
Live Chat
Social Media

12. 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

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

21. 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

24. 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

25. References
Product Life Cycles:
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),
mmaryTwitterPoll.ashx

26. Questions?