Ecommerce From the customer’s point of view


This research paper will compare and contrast the characteristics of a traditional brick and mortar (B & M) Shopper with those of online shoppers. In addition, research will identify similarities and differences between virtual and real-world customers. Identify the difference between the world of e-commerce and the real world in terms of customers. Determining what traditional customer relations can and can not be transported into the world of e-commerce. Assess what new communications technologies are uniquely available in the world of e-commerce. And demonstrate how to use multimedia technology creates a Successful E-commerce websites. Discussion customer communication strategies and real-world examples will be presented.

Compare and contrast Models

Brick and mortar shoppers go to a specific building to buy products. The location has a physical presence that enables clients to have face to face communication with employees. Online shoppers are able to log on and search for items and make purchases from the comfort of their own home. Online shoppers have some advantages over brick and mortar shoppers this reason.

Several factors can be used to compare and contrast the differences between brick and mortar shoppers and their counterparts. Pricing will affect due to unavoidable expenses such as travel. Shop has a very low cost. This makes the cost of retail display space, and storage costs are minimized. Additionally, online shoppers can make factory direct. This reduces storage costs further. This allows online shoppers to take advantage of more savings possible by avoiding these additional costs. Bricks and mortar stores falling unavoidable costs. A location must be built on utility expenses. A brick and mortar store will hire workers so salaries would also participate. Maintaining the place will bring additional costs as well. Moreover, theft can also be a factor. These factors can make CPA higher than an online shopper.

Val vary online compared to local needs and demands of brick and mortar stores. Online stores usually specialize in a particular area. Because of this specialization it may be easier for online shoppers to find hard to find items that may or may not be available in brick and mortar stores. Online shoppers can find more items because of international demand different things. Both men and women can choose from online items. On the other hand, are brick and mortar locations dependent on local demand. If demand in Miami for coats and jackets is minimal compared to New York, the brick and mortar shoppers in Miami find fewer choices at higher prices. In addition, many items in a brick and mortar store may only be available seasonally. This would have negative results for shoppers looking for items out of season.

Convenience can also be a factor for live interaction versus electronic communication. Brick and mortar shoppers will have the ability touch and feel. This will give brick and mortar shoppers stronger connection to purchase the item or not. Online shoppers would not have to drive anywhere, flue gas, dress up, or looking for parking. He or she could simply browsing the web in search of a particular item they are interested in. State taxes even avoided by buying goods online against the brick and mortar store. Shipping and postage can be avoided brick and mortar shoppers. They can simply buy the item and take the item directly from the store. There may be items that are too big and bulky. Shipping and postage will definitely apply to these situations. Online shoppers will bear the delivery charges each time. Shipping charges can be hidden within the price of the item. Online shoppers may not realize that he or she was charged delivery fee. This approach allows online shopping to find less expensive and more functional.

responsibility can be similar for both the buyer. Online shoppers and brick and mortar shoppers will tend to have a similar guarantee. The guarantee is provided by the manufacturer. While brick and mortar stores may make the services themselves, usually this is controlled by the manufacturer. Finally, the returns can be handled more easy to brick and mortar shoppers. Brick and mortar shoppers will know the exact method they want to engage with when talking to someone. Although most stores allow returns buyer may deal with distant parties. The returned items covered shipping and restocking fees. Dealing with employee face to face can be much more convenient and practical when involved in any return.

Site Design and customer needs

When designing e-commerce site, the designer needs to consider the similarities and differences between virtual and traditional real-world customer environments, what forms of communication are uniquely accessible e-commerce customers and what forms of communication can not be successfully transferred to the world of e-commerce.

The first area would be e-commerce site designer needs to understand both the similarities and differences between virtual and traditional real-world customer environments and to recognize the differences in communication models. First and foremost, organizations need to realize that managing communications can be difficult for both virtual employee and client because these people are not physically present in the office location to have verbal and physical confirmation message or order. Some other factors are different time zones, local working hours and holidays, a full English with specific technical language (and organizational abbreviations), cultural traditions, hierarchical plans for message dissemination and response. Sometimes the only common ground between the virtual and real-world customer organization jargon and abbreviations.

Another area to evaluate what new communication technologies are uniquely available in the world of e-commerce and determine what traditional customer relations can and can not be transported into the world of e-commerce. Three communication choices that are uniquely available for organizations of all sizes in the world of e-commerce, Internet, Intranet and Extranet. The benefits of using this technology is to attract new customers and create new partners, improve communication with customers, employees, shareholders and stakeholders. The benefits of increasing productivity, improving quality of care, reduce operating costs and provide information quickly and cost effectively can lead

Internet communication decisions can be :.


discussion mailing list


Instant messaging and chat


Internet Telephony

file transfer

Intranets are private company network and accessible by employees or authorized dealer and requires a logon and password. Employees are easily able to access important information about the company such as employee benefits, corporate strategy, career opportunities and tutorials. Extranets are a type of external intranet. Access includes employees and is open to suppliers and customers. A Logon and password is also required. The unmediated real-time communication types such as one-on-one conversations, speeches

[19459002kynningarogípersónufundumerugerðirhefðbundinnasamskiptaviðskiptavinasemekkiyrðifluttinníheiminumafe-verslun] The third area was the site designer to show how using multimedia technology can create an effective e-commerce site for the customer. Using this technology, organizations can be competitive and meet customer needs in three main areas: quality, price and service. As to meet the expectations of customer service that customer service does the same on the Web as it is in a physical store: It covers all the efforts that go into making customers feel wanted, appreciated, and that they are dealing with a company that will offer them a quality product at a reasonable price. The site, in the absence of actual merchandise salespeople to answer questions, customer service will literally be built into the fabric of the company website.

Customer Communication Strategies

enumerable communication strategies can be employed by e-commerce website. Efficient and effective use of web tools are key to increasing customer visit to the website. In general, most companies will implement strategies that are easy to use and target a larger market. But niche marketing strategies, either under the umbrella of the parent company or as a standalone tool are the ways of commerce to be applied as well.

With a greater number of online business, and potential customers, companies are turning to Customer Chat to accelerate the resolution of customer issues. This program is starting to gain momentum as it enables communication with representatives quickly and has the potential to increase sales due to act immediately. Even though instant messaging programs are efficient, many customers are unwilling to share their personal information on the internet. This issue is part of the website design process is called support program. This is where the issues of security and customer relations management directly for building ecommerce website, able to do online business. Individual companies, such as PayPal have aided small business entrepreneur by offering secure payment for the transfer of securities online at affordable rates. This, along with online shopping carts have greatly increased the customer buying experience.

companies use email as a standard to facilitate the written support and service. It allows for contact in familiar fashion with the customer and avoid the need to wait in the waiting service. This option works well for individuals who do not require immediate response. It does not allow for very detailed or visual responses.

Another strategy many companies are turning to audio and video techniques for real-time access to information that may not be understood in a written format. This approach enables customers to view information through the audio or video. This type of information is one-way communication but is expected interactive or real-time access with the addition of video conferencing. This type of strategy works very well for training and for customers who have visual or audio to help with learning or understanding of information. For customers who need more direction or explanation, the contact page of the company using a form with a comment section, business address and customer service phone and fax number.

source contact center is a necessity for many businesses in order to correct issues in billing, sales or technical support. This technology allows the company to support its customers through personal contacts and access to professionals who can solve their problems or explain their bill. This policy will continue to be as many people are unwilling to go to the next level of customer service through the use of web tools.

Internal customers are also an important part of e-commerce. The employee must be well trained in their jobs, and up-to-date on the company’s mission, policies and procedures. In order to source internal customers the company needs to integrate internal site, known as the intranet. Since these internal customers are the first contact to the external customer it will be important that they are trained effectively, thus giving the first internal strategy, the need for training tools and education data is easily accessible and allows internal customers assistance when working with external customers. Along with all programs need options for aid workers to leave the information passed on through the intranet! This technology allows for the creation of a network through an internal way that is safe and accessible for all businesses. This strategy is to become a leading trend for most companies actually cut the cost of travel and time for employees but still makes human interface and communication.

overall strategies needed to support customers are posing a pleasant experience for customers, whether local or remote, internal or external. The possibilities of the Internet and intranet are numerous and only a few are described below, most of the methods needed by companies are as individual as the company itself and a lot of thought needs to be put into that is the right solution for its customers.


This article is the analysis of e-commerce from the customer’s point of view compared and contrast features of a traditional brick and mortar (B & M) shoppers with the network buyers. Studies identify similarities and differences between virtual and real-world customers, analyzing the difference between the world of e-commerce and the real world in terms of customers, the traditional communications customers can and can not be moved into the world of e-commerce. In addition, new communications technologies discussed and examples were shown how the use of multimedia technology creates a Successful E-commerce websites. Discussion customer communication strategies and real-world examples were presented. Analysis research has led to the conclusion that ecommerce from the customer’s point of view, can be defined as offering customers tools that can most efficiently to the outcome; customer satisfaction and retention.


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