Focusing on e-business customers
Customer Demands
The golden rule of e-business is that the customer is king. Focus on your
customers and appreciate their needs so that you can put the fitting
customer-service processes in place.
Customer service
Customer service traditionally begins after a sale. Begin providing service
from the instant of first customer contact. Abolish the difference between sales
and service and centre on providing progressing, outstanding service. Catch the
attention of customers by delivering excellent product information before the
sale, and hold on to customers by building loyalty
through after-sales service. Predict their needs by offering associated products
and services.
Considerate about e-business customers
Your aim should be to give outstanding service for your customer.
Recognize that customers have enormous alternatives, and seek to fashion systems
that allow one-to-one dealings, putting quality of service ahead of the
anticipation of making a sale.
Understanding customer’s choice
In the days when your potential customers shopped entirely on the high
street, or purchased by telephone or mail order, their opportunity for direct
evaluation of price or quality was narrow.
Many Websites now survive solely for the purpose of enabling
comparison-shopping.
Recognize that power rests with the customer and put their needs at the core of
your business.