• Customers Complain—Or Not
§ If They Do Not Complain, They are Less Likely to Repurchase
• If Customers Complain
§ Their Problems are Resolved—Or Not
If They Complain
—Even If Their Problem is Not Resolved—
THEY ARE MORE LIKELY TO REPURCHASE
THAN IF THEY DO NOT COMPLAIN
Customers Want
• Timely Response
• Informative Content
• Real Person
• Product Information
• 24-Hour Availability
Customers Prefer [...]
• Explicit Knowledge
§ Formally Stated
§ Potentially Available In Published Form
• Tacit Knowledge
§ Subconscious/Difficult To Articulate
§ Shared Through Personal Communication
• To Enable Human Agents to Work
§ Better
§ Faster
§ With More Customer-Satisfying Results
• To Create Automated Systems
§ As Good as the Best Human Agent
• Protocol
§ Detailed Set of Guidelines
• Policies
§ As Used in Strategy, Approach to [...]
• Possible Site Usability Problems
• Program and Site Management
§ Web Pages, E-Mail, Search and more
§ Advertising Rates
• Visitor Behavior
• Tracking Essential for Marketers
§ Tactics Concern Some Users
SERVER REQUEST LOGS RECORD
• The IP address of the requesting computer
• Date and time of request
• Code indicating whether request was successful or not
• Number of bytes of data [...]
• Pace of Innovation Accelerating Across Product Types and National Boundaries
• Requires Collaboration Across Scientific and Technical Disciplines
• Concept of Intellectual Property Needs to Evolve From Hoarded Possession to Shared Asset
6a’s OF PERVASIVE COMPUTING
Authorized
• Access
• Anyone
• Any Time
• Anywhere
• Any Internet-Enabled Device
INDUSTRY SELF REGULATION
• Choice
• Control
• Customization
• Consideration
• Constraints
• Confidentiality
• Adoption Of Technological Innovations
• Process, [...]
Article by: James A. Warholic
The definition of branding varies all over the board. There are some very specific online definitions, as well as a more expansive and completely encompassing definition, of what a brand is. The one that I believe is really at the heart of the matter is: “A brand is a collection of [...]
02nd February 2006
Author: Nigel Hunt
This is how your website interacts with your potential customers and there are many ways of doing this. Information is key here and you must provide as much as possible so that visitors feel confident in doing business with you.
At the very least you should provide an email address, but beware [...]
Testing process
1,Reasons for a test
standard practice, strategic question, tactical Qs
2 Desigining a test – what MKT variables, types , sample
3. Establish test metrics
4 Example & monitor results
5. Analyze & report test results
6 make MKT decisions
Data Mining
- a set of data of statistical routines that permit pattern detection in large data sets.
-company can access to effective [...]
Criteria of email principles:
relevance
respect
recipient control
Advantages:
can be developed quickly
content is flexible, including HTML, rich media, and video
distribution is controllable by marketer
can be tested and revised for effectiveness
measurable
inexpensive
Getting good opt-in lists is an issue
Levels of permission marketing:
opt-out
opt-in (double opt-in and confirmed opt-in)
Other techniques:
events
publicity
affiliates
portal relationships
viral
Function of Value Proposition:
Articulate Value Proposition
Identify Target Market Segment
Define Structure of Value Chain
Define Cost Structure and Profit Potential
Explain Position in Value Network
Set Forth Competitive strategy
Organic Search and Paid Search :
We learned how different search engines vary in terms of how they get the results.
It’s something we should look at when we want our company to be found or exploded.
We have to know what’s the effective way to appear at the top of the results through the smart use
of words, such as [...]
The 7C’s
context – layout & design
content – text, pictures, sound, video
community – ways site enable user-to-user communication
customization – site’s ability to self-taylor
communication – two ways enable site-to-user communication or 2 way communications
connection – degree site is linked to other sites
commerce – site’s capabilities to enable commercial transactions
Context: the [...]
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