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Business to Business

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Submitted By sinaqueen
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04/09/2011

The Customer Interface

CONFIDENTIAL

The 7Cs of the Customer Interface
Context
Site’s layout and design

Content
Text, pictures, sound, and video that webpages contain

Commerce
Site’s capabilities to enable commercial transactions

Community
The ways sites enable user-touser communication

Connection
Degree site is linked to other sites

Customization
Site’s ability to self-tailor to different users or to allow users to personalize the site

Communication
The ways sites enable site-touser communication or two-way communication

1 Context: Determining the look-end-feel of the site’s design

Context Classifications
Aesthetically Dominant
• High form low function •Look-and-feel of the site is the primary emphasis •The site is slow to load, limited in information

Functionally Dominant
• Low form high function •Focused on the display of textual information •The visual design is limited •Pure text – no graphics, sound or animation

Integrated

• Balance of form and function •Attractive and easy-touse interface •The use of a clear design theme, small images and plenty of white space

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Aesthetic Example —KMGI.COM

Functional Dominant —Brint.com Integrated Example —Patagonia .com
Links are both textual and graphical

Notice the overload of links

Patagonia’s integrated approach is a balance of form and function that creates an attractive and easy-to-use interface:

2 Content: Deciding what information to include Dimensions of Content
Content refers to all digital information included on the site. There are four key dimensions to content, each carrying choices about how to convey the site’s content:: Dimension Offering Mix Appeal Mix Multimedia Mix Content Type

Products

Cognitive functional, low price, availability, etc.

Text Current Audio

Choices

Information Emotional humor, warmth, stories, etc.

Image

Video Reference Graphics

Services

3 Community: Fostering a sense of belonging

Three Types of Community Classifications
• Sites that have no community offer no

Nonexistent Community

way for users to interact with one another • Examples: Barnes & Noble.com, latimes.com, CNN.com

• Sites offer features such as reading and

Limited Community

posting information, stories or opinions • Examples: Gillete Women’s Cancer Connection, Amazon.com, Circuit City

• Sites offer interactive community

Strong Community

functions such as chat rooms and message boards • Examples: Daily Jolt, Match.com, Bolt.com

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4 Customization: Creating an individualized website
Customization initiated by the user is called personalization, while customization initiated by the website is called tailoring Personalization


Tailoring
– Many sites dynamically publish unique versions of themselves to address a specific user’s interests, habits and needs – Some sites use a recommendation engine to adapt automatically to each user’s behavior and to vary the site’s offering mix of products – Some sites user based behavior of with similar make recommendations to the on the past purchases or that particular user or other users profiles

E-mail Accounts
– Users can send and receive e-mail from the site, using a free, unique e-mail address



Content and Layout Configuration
– Users can design their own homepage



Storage
– Users can store e-mail, URLs, favorite content, or items they want to buy



Agents
– Computer programs, also known as agents, can perform simple tasks upon request

– Some sites even tailor prices or payment terms based on what they think the user will spend

Personalization by User Example—MyLook.com
Enables the user to modify site content and context based on consciously articulated and acted-upon preferences:

The first step in this site’s customization process is to choose the category with which you are the best fit; content will then be customized accordingly.

Tailoring Example—Amazon Homepage for Two Users
Enables the site to reconfigure itself based on past behavior by the user or by others with similar profiles:

5 Communication: Keeping in touch with users

Communication Features
Communication between a site and its users can occur in many different ways:

Broadcast


Interactive
E-Commerce

Mass Mailings
– Websites occasionally send e-mails in large volumes to their entire user base

Dialogue

– Organizations and users trade e-mails regarding order placement, tracking and fulfillment
Customer



FAQs
– Answers to frequently asked questions

Service



E-Mail Newsletters
– Inform site subscribers of site changes, special offers, new features, etc.

– Organizations can provide customer service by swapping e-mails or through live online dialogue
User

Input

Content-Update

Reminders

– E-mail reflecting user interest in a particular content area
Webcast

– User-generated content such as userwritten articles, user ratings and user feedback to the site

Events

– Events can be broadcast from a website (webcast) that allows limited user control

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6 Connection: Linking with other websites
: Connection Features
Sites connect with other businesses in the following ways: Outside Links Pop-Up Windows

Links can take the user completely outside of the home site

KEY
Links can take the user to a new site, but the home site is still in the background

Home site Connected Sites

Framed Links

Outsourced Content

Links can take the user to a new site, but the new website is literally framed in some way by the original site

Site content is derived from third parties

7 Commerce: Enabling financial transactions
Commerce Features
There are many tools that sites provide to originate and facilitate commerce:

Functional Tools of Commerce


Registration
– Allows the site to store information about users and user preferences

One-Click

Shopping

– A patented feature that allows users to place and order products with a single click
Orders



Shopping Cart
– Users can place items in their personal, virtual shopping cart and buy them immediately or on another visit to the site

Through Affiliates

– Sites must be able to track orders that come from and go to affiliates
Configuration

Technology



Security
– Attempt to guarantee the security of transactions and related data through encryption and authentication technologies

– Users can test product compatibility with the aid of configurator software
Order

Tracking

Credit-Card

Approval

– The ability to check the delivery status
Delivery

– The ability to receive instant credit approval for credit card purchases through electronic links to clearance houses

Options

– Users have a choice of options to specify their desired speed and cost of delivery

Mapping the 7Cs framework

Foot Locker (www.footlocker.com)
Context Content Community Customizati on Communic ation Aesthetically dominant Productdominant Nonexistent Generic One-tomany, nonrespondi ng user Destination Low Functionally dominant Informationdominant Limited Moderately customized One-tomany, responding user Hub Medium Integrated Service-dominant Strong Highly customized One-to-one, responding user Portal High

One-to-one, nonrespondi ng user

Connection Commerce

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Conclusion
After today’s lesson, you should be able to answer the following questions:

– What are the seven design elements of the customer interface? – What determines the look-and-feel of the design? – What are the three content classifications? – Why be concerned with community? – What are the two ways in which websites can achieve customization? – What types of communication can a firm maintain with its customer base? – How does a firm connect with other businesses? – What commerce features help websites perform financial transactions?

Usability, Credibility and Persuasion

Key concepts in improving the online customer experience
• Usability (ISO)
– The extent to which a product can be used by specified users to achieve specified goals/tasks with effectiveness, efficiency and satisfaction in a specified context of use.

• Accessibility
– An approach to site design intended to accommodate site usage using different browsers and settings particularly required by the visually impaired. – Also helps Search engine optimisation

• Persuasion
– Maximising returns from web investments

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User Behaviors
• Scanning
– Web users tend to scan web pages, not read them

• Text attracts attention before graphics
– Of users’ first three eye-fixations on a page, only 22% were on graphics, 78% was on text

Narrow and deep navigation

(a) Narrow and deep and (b) broad and shallow organisation schemes

Narrow and deep organisation scheme for consumers at Sainsbury’s online groceries site (http://www.sainsburystoyou.com/webconnect/index.jsp)

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04/09/2011

Fig

Broad and shallow organisation scheme and professional style at Cisco.com

Marketing led site design
Design drivers Customer acquisition Conversion Retention Service quality Branding Site style – colour, images typography, layout Site personality – its avatar or identity depends on targets eg www.cisco.com Chaffey

Page Design and Architecture

Keyword density Search engines don’t go beyond 2 directory levels Entry (landing) pages Stand alone – link to relevant page Ensure relevance to ad keywords Unique content Substantial and useful information Name images, rich media and pdf’s after keywords Use global navigation on every page

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Layout

Top Ten Guidelines for Homepage Usability
The homepage is the most important page on most websites. Links from search engines and other websites that reach deep inside the site can land elsewhere. However, one of the first things these users do after arriving at a new site is go to the homepage. Deep linking is very useful, but it doesn't give users the site overview a homepage offers Nielsen http://www.useit.com/
Make the Site's Purpose Clear: Explain Who You Are and What You Do

IVP – Internet value proposition Different Solve their problem Not available in the real world

1. Include a One-Sentence Tagline Start the page with a tagline 2. Write a Window Title with Good Visibility in Search Engines and Bookmark Lists. Begin the TITLE tag with the company name, followed by a brief description of the site. 3. Group all Corporate Information in One Distinct Area investor relations, or PR 4. Emphasize the Site's Top High-Priority Tasks 5. Include a Search Input Box Search 6. Show Examples of Real Site Content 7. Begin Link Names with the Most Important Keyword 8. Offer Easy Access to Recent Homepage Features 9. Don't Over-Format Critical Content, Such as Navigation Areas 10. Use Meaningful Graphics

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Online Value Proposition
This is a unique, immediately recognisable statement of What the site represents Different from competitors Not available in the real world Makes a difference to visitors lives Use to build a tag line
“…we don’t stop playing because we get old; we get old because we stop playing”

Dynamic Design and Personalisation
Customisation via preferences, recommendations, saved itinerary or Samples, communication choices,

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Be Succinct! (Writing for the Web)
The three main guidelines for writing for the Web are:

•Be succinct: write no more than 50% of the text you would have used in a hardcopy publication •Write for scannability: don't require users to read long continuous blocks of text •Use hypertext to split up long information into multiple pages

http://www.poynter.org/content/content_view.asp?id=70472

Use heatmaps or overlays to assess engagement

Source: Eyetools

How Users Read on the Web……..They don't.
People rarely read Web pages word by word; instead, they scan the page, picking out individual words and sentences. A recent study found that 79 percent of test users always scanned any new page they came across; only 16 percent read word-by-word. As a result, Web pages have to employ scannable text, using •highlighted keywords (hypertext links serve as one form of highlighting; typeface variations and color are others) •meaningful sub-headings (not "clever" ones) •bulleted lists •one idea per paragraph (users will skip over any additional ideas if they are not caught by the first few words in the paragraph) •the inverted pyramid style, starting with the conclusion, supporting info and then background •half the word count (or less) than conventional writing

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Matching Content to Site Location
Web Analytics Data Marketer’s Response
Place product offers, rotate weekly Promote online store Sell advertising Include toll-free number Remind users to bookmark page Replace offers on the least-visited day Ramp up sales pitch leading up to most popular day ―Liquidation Sale‖ on day following most popular Increase pay-for-perfomance positions on search engines during strongest performing days Promote ―limited time‖ offers Offer coupons in exchange for email addresses Launch exit pop-up surveys

Most Popular Entry Pages

Visits by Day of the Week

Most Popular Exit Pages

Usability for Task-Oriented Sites
• Users looking to solve problems want efficiency and effectiveness
– Fast response time – Effective navigation – Responsiveness to user goals – Higher interactivity and quality content

Usability for Experiential Sites
• Gaming and entertainment sites among the ―stickiest‖ and most profitable online
– Pokerstar.com, Xbox Live

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Usability for Experiential Sites
• Gaming and entertainment sites among the ―stickiest‖ and most profitable online
– Pokerstar.com, Xbox Live

• Different priorities than for task-oriented web sites
– Emphasis on beauty, flow, engagement – Greater concerns about latency

Credibility and Persuasion
• Anyone can build a web site • Users seek out credibility clues •Ease of use •Indicators of outside endorsements •Accurate and complete information •Absence of advertisements

Credibility and Persuasion
The Stanford Credibility Guidelines 1. 2. 3. 4. 5. 6. 7. 8. 9. 10 Make it easy to verify accuracy of information on the site. Show that there is a real organization behind the site. Highlight expertise in organization, content and services. Show honest and trustworthy people behind the site. Make it easy to contact. Design site so it looks professional and appropriate. Make the site easy to use – and useful. Update site’s content often (or indicate recent review). If possible, avoid advertisements on the site. Avoid errors of all types, no matter how small they seem.

SOURCE: B.H. Fogg, Stanford Web Credibility Project (2004), Stanford Persuasive Technology Lab

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Credibility and Persuasion
• Usability experts emphasize simplicity and benefits of online text • Marketers value long tradition of using images for persuasive purposes • Visual metaphor can be the tradeoff between straightforward information and other branding goals

Credibility and Persuasion
AskJeeves.com: matching simplicity with effective imagery

SOURCE: ©PRNewsFoto/AskJeeves, Inc.

Page Schematic
LOG OUT | ABOUT ACME | FAQ’S | FEEDBACK | SITE MAP | HELP | REGISTER

ACME LOGO
PRODUCT SELECTOR

LOG IN:

USER NAME:

PASSWORD:

GO

Select Product Type Select Product Use

SITE SEARCH GO
Select Search Filter

GO

MY PRODUCTS

PRODUCT INFO

MY ACCOUNT

FEATURED PRODUCTS
1. 2. 3. 4. ACER(BENQ) 3210 32XR/10X-RW/40X-RD EIDE AOPEN 17" LCD TFT MONITOR WITH SPEAKER ASUS A7V333 VIA KT333 CHIPSET ULTRA ATA133 CANON S900 COLOR BUBBLEJET PHOTO PRINTER D-LINK DI-704P BROADBAND GATEWAY DSL/CABLE ROUTER INTEL BOXD845GBVL INTEL 845G CHIPSET ULTRA ATA100 1.

SALE PRODUCTS
AMD ATHLON 1100MHZ 1.1GHZ (A1100AMS3B) 200MHZ OEM W/O COOLING FAN (1 YEAR WARRANTY) EZCAM EZ PHONE CAM EZ-389 640X480 USB DIGITAL CAMERA EZCAM EZDUAL EZ-308 640X480 USB DIGITAL CAMERA INTEL PLAY ME2CAM VIRTUAL GAME SYSTEM INTEL/XIRCOM CWE1130NA WIRELESS MOBILE ADAPTER

NEWS ALERTS TITLE HEADER
Lorem ipsum dolit sum torim del gotto colli elum podin del accum sum to dolit tel gorum elum at podin accum sum ipsum dolit sum tutorim del gotto podin accum sum. Uto lorem ipsum dolit sum torim del gotto colli elum podin
MORE >.

2.

3.

5.

4. 5.

6.

Site Map | Terms Of Use | Privacy Policy

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04/09/2011

Exhibit 9–6: Sample Site Map

14

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...Recording Transactions Keeping business records accurate and up to date is important for the smooth running of a business. The business owner must record all of the money coming into the business from successful sales of the product and all of the money going out, such as expenses including money owed for storage, wages that are paid and money to purchase the stock. If a business fails to do this it may find itself not chasing payments, forgetting to pay bills or, even in trouble with HM Revenue and Customs. If the business does not record its transactions correctly, it cannot report its financial performance accurately and therefore tax payments may be wrong. By recording the sales made, the business owner is given a clear indication of what’s popular and so it becomes clear what products should have increased stock or altered price. In your case, it is very important that you monitor your sales as a new business will most likely not make any profit straight away, so it’s vital to record your transactions so you are able to at least breakeven until more customers become aware of your business and you can start to make a profit. Furthermore, since you have negotiated a one month credit with a supplier, it is important to record your transactions so you know that you can repay the supplier after the month has passed and avoid any consequences. It would be beneficial to you if you could keep your credit supply as then you will have money coming in from your customers to then...

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...The United States exists in a capitalistic economy meaning that private enterprise is based on fair competition, economic freedom, and private ownership therefore; business is the heartbeat of our economy. Everything from manufacturing, health care, sales, and agriculture involves business in some way. Businesses provide jobs and produce goods and services that we depend on every day (What Role Does Business Play in Our Economy..?). They pay state and federal taxes to the government on their services provided. The taxes paid by businesses and the people employed by them allow the government to function. Looking at businesses in this way you can clearly see that business is a pivotal part of the economy. Within our economy two types of business organizations exist: for-profit and nonprofit. A for-profit organization will produce goods or services in the hopes of making revenue off its products. Most organizations you think of today are probably a for-profit establishment. Organizations that are classified as not-for-profit or nonprofit often operate under the guise of the emotional appeal of compassion but can also become major economic engines. They are business like establishments but unlike a for-profit business, their primary goals do not include making monetary profits. For profit businesses operate to generate revenue under the idea to have more profit than loss at the end of the day. Unlike for- profit businesses, nonprofits are organizations that are classified...

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...offer the bases in preparing, presenting and displaying even in interpreting general-purpose financial statements. There are some important accounting concepts that support the readiness and preparation of any accounting arrangement or financial statements such as Going Concern Concept, Consistency Concept, Prudence Concept, and Accruals Concepts. For example, Going Concern Concept is a company or organizations will not be going to bankrupt unless there have a confirmation and evidence to the contrary and this is supported by accountants. Purpose of Accounting Conventions An accounting convention refer to regular and common practices which are all around followed in recording and exhibiting accounting data and information of the business entity. They are taken after like traditions, convention, and so forth in a general public. Accounting conventions are evolved through the normal and consistent practice throughout the years to encourage uniform recording in the books of accounts. Accounting conventions help in contrasting accounting information of various specialty units or of the same unit for various...

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