1 / 13

ND e-commerce

ND e-commerce. Carl Arrowsmith. Session 7 Customer Attitudes. Last Week. Identifying and meeting customer needs Ways to identify needs (questionnaires meetings etc) Meeting the needs Effects of meetings needs. SMART.

vboone
Télécharger la présentation

ND e-commerce

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. ND e-commerce Carl Arrowsmith Session 7 Customer Attitudes

  2. Last Week • Identifying and meeting customer needs • Ways to identify needs (questionnaires meetings etc) • Meeting the needs • Effects of meetings needs

  3. SMART • When identifying questions its wise to apply the popular SMART mnemonic • Specific • Measurable • Actionable • Relevant • Timely or time related, historic analysis

  4. SMART Prevents Problems • Following SMART will remove many problems • Developing questions for which you cannot collect accurate or complete data. • Developing questions that measure the right thing, rather than creating tests to show good numbers. • Writing so many questions that you create excessive overheads and red tape.

  5. This Sessions Objectives • Gain an understanding of customer attitudes and the differences of markets

  6. Differences of B2C & B2B • B2B web site : • Usually require less promotion • Fewer buyers but larger orders • Should not give away to much information for competitors to view • Buying products will involve several people/departments • Buying decisions lengthy, supplier selection and product evaluation

  7. Differences of B2C & B2B • B2C web site : • High levels of promotion • Small orders, many buyers • Will have to give away information, such as products stocked, qty in stock etc. • Buying products normally involves one person. • Buying decisions usually don’t take long.

  8. Customer Attitudes • Customers have different levels of understanding with regards to e-commerce • Some are oblivious to benefits • Many consumers however have fully embraced buying/trading online • Most see the internet as a great opportunity

  9. Why ? • Why would a consumer not use the internet for commerce purposes ? • Why would a consumer use the internet for commerce ?

  10. Attitudes • E-commerce only took off to public around 1998, its still new. • Sales are increasing all the time • Amazon Sales millions $

  11. Numbers using e-commerce • Study from Manchester Metropolitan University

  12. Findings • Greatest benefits of e-commerce were convenience and value • Payment and after sales were seen as more problematic than traditional outlets • Areas of advantage for e-commerce: • Books, Travel Tickets, Banking • Areas not so advantageous: • Clothing and groceries (things that you like to see before purchase)

  13. Group Presentations

More Related