Farewell & One Last Fun Fact (Just for Fun)

Well, this is me checking in for the last time gang. There's been some highs and lows (really only highs but i like the poetic feel of saying that lows were involved). Interactive marketing concepts have been delved into and I know that I for one have hugely benefited from being able to immerse myself in the online extensiveness of the world wide web and it's huge range of valuable marketing opportunities. I didn't want to leave on a sad, pensive note though, so, for old times sake, here's one last fun fact to keep you going on your (marketing?) journeys. Enjoy.

The world wide web and Social Media is the future of marketing. Don't forget. This is major.

Enjoy yours and good luck with it. Peace and Love xx

Fun Fact #5

A recent study conducted by ForeSee (a customer experience analytics company) crowned Amazon.com the best website of 2011 in terms of online customer service and customer satisfaction.

Amazon.com (www.amazon.com)

SERVQUAL & E-SERVQUAL

Hey there, I'm going to delve straight into some interactive marketing theory from my point of view for your enjoyment this afternoon.

Logging onto a website should be thought of by marketers as something akin to engaging in a service provided by a business. It appears to me (as a seasoned internet user) that many businesses are not in this frame of mind and think of a website as a relatively pointless part of the marketing mix that exists simply to point the consumer towards their 'actual' business. The accessibility, functionality and reliability of the service (website) is key to the positioning of the business or brand in the consumer's mind. In modern times, a company's website will generally be the first touch-point that a consumer accesses. This means marketers need to start engaging consumers as soon as their webpage appears on-screen by delivering a memorable and interactive online experience (this is where the service nature of websites comes into play).

Marketers should, therefore, be utilising service frameworks such as SERVQUAL, and more specifically E-SERVQUAL when developing and assessing websites.


SERVQUAL is a marketing framework which is characterised by the following components:
1. Tangibles - physical appearance of facilities/communications
2. Reliability - ability to perform dependably and accurately
3. Responsiveness - willingness to help customers and deliver service promptly
4. Assurance - knowledge and courtesy coupled with an ability to convey trust and confidence, and;
5. Empathy - ability to provide caring, individualised attention to the consumer


E-SERVQUAL is an extension of this framework which was developed in contemporary times to cater more specifically to services provided by e-commerce and other business websites. The dimensions of E-SERVQUAL are as follows:
1.  Efficiency - ease with which customers can get to the website, search for information and transact as required
2. Fulfilment - accuracy of service promises
3. Reliability - technical functioning of the site (inc availability and performance)
4. Privacy - assurance that shopping behaviour information and credit card details are secure
5. Responsiveness - ability of e-tailers to provide support information when requested
6. Compensation - facilities for refunds, returns and return costs
7. Contact - whether the customer is able to talk to a live service agent online

These two frameworks, although a little detailed and somewhat confusing at first have hugely helped me further my knowledge in the field of online customer service delivery and online customer experience. I should mention also that the latter is another key component of the website audit that I am extremely involved in right now, speaking of which, I should probably get back to that! Peace and Love xx

Ps. This website is amazing! Check it out for an example of the best of the best in terms of online customer service delivery.

BeautyBar.com (www.beautybar.com)

Fun Fact #4

The Internet has existed since the late 1960s, however the development of the World Wide Web (which led to the recent growth in Internet usage) only became a commercial proposition in 1993.

7 C's of the Customer Interface

The 7 C's of the Customer Interface is a website development and analysis tool. It is also a concept that is central to the website audit I am currently in the midst of conducting and thus I thought it appropriate to blog. The 7 C's are as follows:
1. Context
2. Content
3. Community
4. Customisation
5. Communication
6. Connection and;
7. Commerce

This diagram explains each component in more depth.

Each element of the 7 C's framework plays a crucial part in effectively analysing the functionality of any website as well as allowing website developers to ensure online customer service management and online customer experience is at the highest possible standard.

Thus far into my audit I have found the 7 C's tool to be extremely effective in my analysis and ranking of each of the music festival websites. Will be sure to keep you all updated on my progress as I get further into this assignment. Happy Tuesday Bloggers! Peace and Love xx

Fun Fact #3

eBay was the most search shopping brand on google in Australia in 2011

Fun Fact #2

The iPhone 4S was the most searched electronic device on google in 2011