Unit 2: Target Customer Strategies - Discussion

1. Website is uncluttered, straight forward yet engaging and customer can find what they need quickly- Products/services, Customer Service help, customer blog, etc.

2. Customer has control on the website to do whatever they need to do – Go backwards and forwards, see all the items without scrolling forever, viewing the different departments etc. without exiting the site, or without getting lost (ex: a catalog of items allows them to choose whatever item category and go straight to that area.

3. Catalog of items or services.

4. Can easily select item or service and options required or needed (styles, colors, timing-daily, weekly etc.)

5. If a product it allows customers to select new, or existing catalogues.

6. Allows customer to choose by price, timeliness, etc.

7. Website includes an easily and clearly marked Customer Service Live Chat area

8. If you start a live chat a CSR answers your query within 1 minute or there is feedback on how long you must wait. The wait time should be reasonable or (less desirable--an alternate phone number or email should be provided. They might also ask for a phone number to call you back and when that might be convenient.)

9. Customer blog seems active and timely… you should see current postings from the past week. If

the dates are older than that, they are not engaging their customers sufficiently.

10. Engaging short videos of either catalog items, new items, media coverage that might engage the customer vs. just advertising.

11. Graphics have a purpose and enhance the customer experience from their viewpoint, not the

company’s.

12. There are easy to access, understand instructions for ordering, payment (allows option to store an encrypted version of credit card or use PayPal, and shipping options are provided).

13. Expedited premium service plan is offered –yes/no.

14. Shipping tracking – through provided tracking number or email.