Posts tagged interactivity
There are many opportunities within business to move products and services on line. The internet gives you a better reach, both nationally and internationally at a low cost compared to bricks and mortar. The internet has a richness about it. You find more detailed information on products and prices from many companies and you need your business to show up against your competitors. You might have the better product at cheaper price, but without the knowledge your customers will continue to buy elsewhere.
Moving a service or product on line enables interactivity and customisation to engage your customers, as we know very well the impact of social media on today’s adult population, with the myspace and facebook generation.
Affiliation should not be shunned by an e-business. An organisation with rich links to other compatible companies or organisations will be able to gain a larger reach and influence.
Encouraging your customers to use on line services will reduce costs while providing a new, convenient channel for purchase and customer service. On line your customers are only a mouse click away from your competitors so you need to make sure you build last relationships with your customers. This statement can be a generalisation in some cases as customers or suppliers will generally lock themselves in after learning to use a system or website as the switching costs can be high.
Take the Marketworks and ChannelAdvisor example. Both are on line auction and e-commerce management systems. Marketworks has the poorer product, which was less reliable but high end retailers were locked in because of the cost of switching from one system to another.
This is now however not a problem for Marketworks Customers wishing to switch!
There are some limitations to your e-business and problems will arise. For example in customer service, emails need to go directly to the person concerned within your business and not just ignored. This can damage a companies reputation as your customers will share their experiences on-line in forums and message boards.
Your services are limited by bandwidth, the amount of information that can be presented to the customer at any one time. A website can become unreliable at peak traffic times, and after certain events such as the Olympics and the World Cup if you products are relevant. Your information has to be accurate and reliable, constantly updated to meet the customer needs and changes within the marketplace. No e-business can rest on its laurels.
Security and protection of customer data is an on going problem which you will have to keep on top of.