Adding E-Business Customer Confidence

Consistency:
Customers become quickly disturbed when their details, complaints, or service history are not available to the representative dealing with them.

Customers do not see why there should be a difference between the service they receive from you on the telephone, or over the Internet.

Make sure your customers do not have to explain problems continually to different people within your organization.

Key features
The key feature to e-business design is the need to redefine processes in terms of the worth they offer the customer. Combine your services so that your customer is in control, and make sure you deliver a constantly pleasing individual experience.

For the most part organizations centre on the price or quality of their products or services, but this is not enough when customers judge you on the total experience of doing business with you. Present an admirable product or service, but also ensure that the experience of purchasing from you is the best that the customer can obtain.

Work to eradicate time-consuming substandard customer service. Always consider the total experience and manage expectations by promising only what you can deliver.


Customers are individuals
Consumers often grumble that they are made to feel insignificant and irrelevant by many businesses.
Customers want to be treat as individuals and be presented services tailored to their exact needs.
Gain knowledge about your customers so as to treat them as individuals.

Construct a comprehensive picture of each customer and ensure that all areas of your organization that come into contact with the customer can access this information.
Mould each customer communication to the individual’s need.

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