Internet Consumer and Market Research.pptx

Internet Consumer and Market Research.pptx

1. 3.0 Internet Consumer and Market Research

2. 1. Building Customer Relationship Definition: Building customer relationships in the context of the internet involves establishing and maintaining a positive connection with consumers through various online channels.

3. Strategies: Personalized communication: Tailor messages and offers based on customer preferences and behaviors. Engagement on social media: Respond to comments, messages, and reviews to show a commitment to customer satisfaction. Loyalty programs: Offer incentives for repeat purchases or engagement. Email marketing: Send targeted, relevant content to keep customers engaged.

4. Importance: Building strong customer relationships can lead to repeat business, positive word-of-mouth, and increased customer loyalty.

5. The Consumer Behavior Model Need recognition: The consumer identifies a need or problem. Information search: The consumer seeks information about potential solutions. Evaluation of alternatives: The consumer compares different options based on various criteria. Purchase decision: The consumer selects a product or service. Post-purchase evaluation: The consumer assesses their satisfaction with the purchase.

6. 3. Personal Characteristics and the Demographics of Internet Surfers Personal Characteristics: Age , gender, occupation, income, education level, lifestyle, values, attitudes, personality traits, and interests. Demographics of Internet Surfers: Age: Younger demographics tend to be more tech-savvy and spend more time online. Gender: Internet usage patterns can vary between men and women. Income: Higher income individuals may have different online purchasing behaviors. Education: Higher education levels can influence how individuals interact with the internet.

7. Significance: Understanding these characteristics helps businesses tailor their online marketing strategies to reach their target audience more effectively.

8. Delivering Customer Service in Cyberspace Challenges: Lack of face-to-face interaction: It can be challenging to convey empathy and build rapport online. Security concerns: Customers may be hesitant to share personal information online. Technology limitations: Technical issues can disrupt the customer service experience.

9. Strategies Use chatbots and AI to provide instant responses to customer queries. Offer multiple communication channels (e.g., live chat, email, social media) for customer support. Provide clear, concise information on your website to address common customer questions.

10. Market Research on E-Commerce (EC) Definition: Market research on e-commerce involves gathering and analyzing data related to online consumer behavior, preferences, and trends. Methods: Surveys: Gather feedback from online shoppers about their preferences and buying habits. Data analysis: Use website analytics tools to track user behavior on your site. Competitor analysis: Study your competitors' strategies and performance in the e-commerce market. Purpose: Market research helps businesses understand their target market better and make informed decisions about their e-commerce strategies.