2. Copyright © 2007 Pearson Education, Inc. Slide 8-1 E-commerce Kenneth C. Laudon Carol Guercio Traver business. technology. society. Third Edition

3. Copyright © 2007 Pearson Education, Inc. Slide 8-2 Chapter 7 E-commerce Marketing Communications

4. Copyright © 2007 Pearson Education, Inc. Slide 8-3 Marketing Communications Online marketing communications: Methods used by online firms to communicate with consumer and create strong brand expectations Promotional sales communications: Suggest consumer “buy now” and make offers to encourage immediate purchase Branding communications: Focus on extolling differentiable benefits of consuming product or service

5. Copyright © 2007 Pearson Education, Inc. Slide 8-4 Online Advertising Paid message on a Web site, online service or other interactive medium, such as interactive messaging 2005: $12.9 billion spent, expected to grow to $24.7 billion by 2010 Advantages:  Ability to target ads to narrow segments and track performance in almost real time  Provide greater opportunity for interactivity Disadvantages:  Concerns about cost versus benefit  Concerns about how to adequately measure results

6. Copyright © 2007 Pearson Education, Inc. Slide 8-5 Online Advertising from 2000-2010 Figure 8.1, Page 441 SOURCE: Based on data from Pricewaterhouse Coopers, 2005; eMarketer, Inc., 2005a; Universal McCann, 2005; authors’ estimates.

7. Copyright © 2007 Pearson Education, Inc. Slide 8-6 How Well Does Online Advertising Work? Click-through rates may be low, but these are just one measure of effectiveness Research indicates that most powerful marketing campaigns include both online and offline advertising

8. Copyright © 2007 Pearson Education, Inc. Slide 8-7 The Costs of Online Advertising Cost per thousand (CPM): Advertiser pays for impressions in 1,000 unit lots Cost per click (CPC): Advertiser pays pre- negotiated fee for each click ad receives Cost per action (CPA): Advertiser pays pre- negotiated amount only when user performs a specific action Hybrid: Two or more of the above models used together

9. Copyright © 2007 Pearson Education, Inc. Slide 8-8 Software for Measuring Online Marketing Results WebTrends: Software program that automatically calculates activities at site, such as abandonment rate, conversion rate, etc. WebSideStory: Web service that assists marketing managers

10. Copyright © 2007 Pearson Education, Inc. Slide 8-9 Web Site Activity Analysis Figure 8.14, Page 480

11. Copyright © 2007 Pearson Education, Inc. Slide 8-10 The Web Site as a Marketing Communications Tool Web site can be viewed as an extended online advertisement Domain name: First communication an e-commerce site has with a prospective customer Search engine optimization:  Register with as many search engines as possible  Ensure that keywords used in Web site description match keywords likely to be used as search terms by user  Link site to as many other sites as possible  Get professional help

12. Copyright © 2007 Pearson Education, Inc. Slide 8-11 Web Site Functionality Factors affecting effectiveness of a software interface:  Utility  Ease of use Factors in credibility of Web sites:  Design look  Information design/structure  Information focus  Responsiveness

13. Copyright © 2007 Pearson Education, Inc. Slide 8-12 Factors in the Credibility of Web Sites Figure 8.15, Page 486 SOURCE: Based on data from Fogg, et al, 2002.