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



Website Audit

Stopping in to let everyone know that I am well on my way with regards to the website audit task that we have been given as a component of this intensive. I have created another video introduction (seeing as my last one was so much fun) and this little number was no different! So much fun guys, I highly recommend incorporating videos into any aspect of life possible. The website audit task requires us to choose four websites operating in the same sector and evaluate them using two tools. I have elected websites operating in the music festival sector because I love the energy and vibe surrounding every aspect of Australian music festivals. I will be evaluating the sites using the 7 C's of the Customer Interface and E-SERVQUAL. The websites I am currently in the process of evaluating are:

1. www.bigdayout.com

2. www.supafest.com.au

3. www.futuremusicfestival.com.au

4. www.summafieldayze.com.au

Thus far into the audit, I'm going to have to confess that I have been consistently getting lost in the crazy fun vibes that these websites emanate and have been dreaming of attending the festivals that they depict. However, I have officially finished research into each site and have begun the scoring and ranking process (yay!).

That's it from me for now guys. Peace and Love xx

Fun Fact Series!

Exciting news!! I have decided to create a series of fun internet marketing facts for your enjoyment!

Fun fact #1

The oldest currently registered URL is Symbolics.com, which was registered on 15 March, 1985!

Saturday Night Marketing Communications

Hello there. As promised, one blog entry on marketing communications using digital media channels coming right up!

So, being the second topic covered this morning I'm not going to lie, I found my mind wandering a little as the time went by. But alas, looking back on the slides now I am surprised by how much of the information I managed to subconsciously retain.

I will begin by showing this slide on key marketing communications concepts.

As you can see, the media, discipline, channel and vehicle are all very important aspects of marketing communications.

When it comes to marketing via digital media, interactivity is the key. Digital channels such as search engines marketing, online public relations, online partnerships, interactive advertising, opt-in email advertising and viral marketing all involve interaction between the consumer and the business in a process of two-way feedback. This is opposed to traditional media channels whereby the company communicates to the consumer with no option for immediate feedback or dialogue. The diagram below explains each of the digital media channels in further detail.

I could go on and on about each digital channel but let me summarise with this, each of the six options possess both strengths and weaknesses and it is the duty of the company to elect a channel that will most effectively engage consumers whilst simultaneously communicating their brand image and intended message. When done right, the use of any of these channels can result in the development of a strong customer relationship with the brand. And that friends, is enough theory for now. It's Saturday night and this intensive's "lecture recess" has officially begun so I'll catch you in my next post because I've got places to be and people to see. Hope everyone has a great night! I'll be checking back in tomorrow for sure. Peace and Love xx

Online Branding

Greetings. Today began with slightly more productive weather (which I won't elaborate on for fear that this blog may accidently turn into a daily weather report) and proceeded to bring brand new marketing topics to the forefront of my attention. These were Branding and Online Marketing Communications. Of the two my favourite would have to be the seminar on developing online brand identity.

Because online content has the ability to deepen and cultivate consumer's attachment to a brand as well as interactively develop incredibly strong brand personality, it is a marketing element that possesses amazing potential. One of the examples that we were given today was the Vegemite website, which I feel has done a brilliant job of using the internet to further develop their brand image and communicate the values that the company possesses. Even though the product is one that is extremely low risk and low involvement, and a website is not particularly necessary, the brand identity that emanates from the screen when the site is visited is enough to make me immediately want vegemite (which is saying something since I actually find the stuff disgusting). Visit the site yourself and you'll instantly understand what I mean. www.vegemite.com.au

The website takes a lifestyle focused approach and every aspect of it emits a feeling of fun and excitement and I feel that almost any brand could hugely benefit from employing tactics such as those that vegemite has so effectively used. So as you can see, online branding is something that, when done right, can hugely benefit a company and their image. I'm saving my post on online marketing communications for later on today so stay on the lookout for it people. Peace and Love xx

Setting the Mood and Some Interactive Marketing Concepts

Good afternoon Blogland! I am just stopping in to review and reflect on a few of the concepts that I learnt in my morning seminars today. But first a little clip just to make things interesting and also to let you know that actually doing anything productive today has been made near impossible by this extremely lazy movie-watching, stay-in-bed, eat-hot-food weather. I challenge you to listen to this and do what your supposed to be doing at the same time. I mean, really...

There you have it. If anyone out there manages to listen to that sound and maintain productivity you have officially earned my respect.

Anyway, moving on to something more relevant. Today's seminars were;

1. Relationship Marketing Using the Internet and;

2. Delivering the Online Customer Experience

I found both topics to be quite interesting and the more information I was exposed to the further my imagination ran wild with dreams of one day developing the best website with the best customer relationships and the best online experience ever! But I forced myself to listen to the theoretical concepts. I could sit here and explain the things I learned to you all in extreme detail and with sentences overflowing with marketing jargon, but instead I am simply going to link you to websites that I believe are exceptionally successful in terms of online relationship marketing and online customer experience.

1. NastyGal.com (www.nastygal.com).

The first website I believe to provide an extremely fulfilling online customer experience is also one of my personal favourites. It is an online fashion store but I also use it as a tool for staying on top of the latest trends and styles and often find myself gazing at the pretty photoshoots that it's homepage updates on a regular basis.

2. Facebook (www.facebook.com)

So it's a pretty well known fact that social media is the future of marketing and is a constantly growing and developing technology. Facebook's popularity and what some might even refer to as addictiveness is probably enough proof that anyone requires when stating that the site provides a strong customer experience.

3. Hamish&Andy (www.hamishandandy.com.au)

"Hamish and Andy" would have to be the most well utilised procrastination tool that I have available to me and speaking from personal experience, the website that the popular radio show has developed provides one of the best online experiences that I have come across. With high comedic value and what feels like an endless supply of hilarious podcasts, images and videos, the site is one that is extremely interactive and enjoyable. The website also hosts chat forums and gives users the option to directly email the Hamish and Andy radio show. There is also a component that allows users to become 'citizens' which creates an extremely strong online relationship between the individual and the website.

Okay guys, so there's my top three picks of websites that I feel excel in providing an online customer experience and/or creating an online relationship with the customer. Will check back in with some more fun marketing facts soon. Peace and Love xx

WELCOME!

Hello and welcome to my blog! Exciting stuff this is. Having never before written a blog before, this could make for an interesting read to all of you in the blogosphere. Or it could all go horribly wrong and i might flounder in this new blog environment. Who knows what could happen. But here we go anyhow..

I'm going to briefly introduce myself with a few pictures because I have a deterrence towards telling people about myself directly. And also because its way more fun.

Okay, so that's me. Hi!


Some of you might notice my selected theme is a little 'travelly'. Well I'll give it to you straight; the theme is literally titled 'travel'! Why a travel theme? I hear you ask. Well let me clarify; today I began an intensive called "Interactive Marketing"(please notice my witty blog title), which is intense and surprisingly enjoyable. Our first assignment is titled "My Favourite Website" and I'm telling you now, it's fun. And although to most it might seem an impossible task to choose one single website to dub your favourite, I have managed to make a selection. Drum roll please as I announce that my favourite website is LonelyPlanet.com! And thus the travel theme.

Your all amazed and waiting with bated breath for me to elaborate I know. So anyway, I sat thinking to myself; how could I make my presentation engaging? How could I really communicate how much fun it is widdling away the hours browsing through endless pages of photos and articles on amazing countries and destinations all over the world? And I concluded that I would create a video introduction! I am pleased to tell you all that the video is made and the presentation is ready. I've become a little cocky after making this clip and have spent the majority of the last 48 hours watching it on repeat and feeling smug. So here it is! I haven't even presented it yet but I'm way too pleased with myself to not advertise my amazing skills to the world at every opportunity. (Some might have guessed by now that I'm not exactly a professional producer and this is the first real video I've ever made. I'm not exactly saying I deserve a medal but if somebody wanted to give me one, I wouldn't argue.)

 

Okay, well that's probably enough bragging for this evening. I'll love you and leave you blogosphere. Looking forward to presenting this bad boy tomorrow and the coming creation of an onslaught of interactive marketing related posts. Peace and Love x