Chapter 9 Internet Marketing News Analysis and Reflections

Internet Marketing News Analysis

Source:http://blog.clickz.com/080404-144226.html



What I learned:
This article is about super targeted ads , this one featured on Facebook. Companies are now taking information used to set up user accounts in these on-line communities to market directly to individuals. As the article says, Facebook along with many others, "strip-mine" profiles to determine demographic, psychographic and interest based information. As shown in this ad of a career possibility, the idea behind all of this advertising is not simply marketing products any longer. Being able to market directly to consumers on a personal level makes the possibility's endless when it comes to getting peoples attention on-line.






Reflections:

Chapter nine is about customer service and support in web space. As discussed in the previous chapter, customer service and satisfaction is of up-most importance. Lack of satisfaction is costing companies lots of time and money. The unfortunate thing of it is, through out the global economy, the enduring chorus of complaints about customer service suggests that most companies are either not getting the message about customer satisfaction, or are not mastering the techniques to solve the problems. The first step in solving the problems is to listen to what the customers want.
45% of customers responded in a survey that they simply wanted a timely response to their questions. 22% wanted informative content, while only 17% wanted to be able to actually speak to a live person. On the flip side of things, only 39% of companies studied sent a response within the first 24 hours of contact, and only 17% of those had a full and accurate answer. More then 100 companies out of 300 did not respond at all. The cost of poor service is enormous and increasing. It is being realized in two ways.
First off, business' are loosing sales. Many e-tailers can count the number of shoppers who have abandoned their shopping carts before the make their purchases. Secondly, business' are experiencing higher customer service costs.