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Customer service in internet commerce final 24 july 2010

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Customer service in internet commerce final 24 july 2010

  1. 1. Customer Service in Internet Commerce Grapes Team SP2 2010
  2. 2. Grapes Team SP2 2010 <ul><li>Customer Service and Internet Commerce </li></ul><ul><li>Customer Service in Traditional business vs e-business </li></ul><ul><li>Importance of getting it right </li></ul>Customer Service in Internet Commerce
  3. 3. Grapes Team SP2 2010 Bad news spreads more quickly via the Internet See our video examples from YouTube of how customers of United Airlines, Toyota and Starbucks used social media to vent their anger. Customer Service in Internet Commerce
  4. 4. Grapes Team SP2 2010 Example: United Airlines Close to 9 million hits to date. Stock fell 10% in first 4 hours of video release wiping $180 million of share price. Company lack of understanding of social media and slow to respond. Customer Service in Internet Commerce
  5. 5. Grapes Team SP2 2010 Similar issues with Toyota and Starbucks. However, Toyota responded immediately with apology via YouTube video. Customer Service in Internet Commerce
  6. 6. Grapes Team SP2 2010 <ul><li>Customer Service and R.S.V.P. </li></ul><ul><ul><li>Peter’s story – first hand experience of customer service in an online business </li></ul></ul><ul><ul><li>Available as in Appendix. </li></ul></ul>Customer Service in Internet Commerce Customer Service in Internet Commerce
  7. 7. Grapes Team SP2 2010 <ul><li>Delivering the superior Customer Service in Internet Commerce </li></ul>“ Shoppers have choices like never before. Therefore, understanding customer needs is essential – and serving them accordingly is critical” (Greenberg, 2007) Customer Service in Internet Commerce Customer Service in Internet Commerce

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