This document discusses various aspects of digital marketing and e-commerce. It describes how digital communication works using various channels like copper wires and wireless. It explains that marketing communications convey messages to promote products using different media. Internet marketing uses virtual platforms like websites and apps. The document outlines steps for effective internet marketing by marketers and purchasing by customers. It also discusses internet transactions without cash, related processes, challenges like security issues, and failures. Finally, it covers customer service expectations and how customer satisfaction is important for businesses.

1. Internet New face of marketing….
Marketing
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2. Digital
Marketing
Communication
Customer
Transections
Satisfaction
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3. Digital Communication
Helping market….
Technically Digital communication is the physical transfer of data over
a point-to-point or point-to-multipoint communication channel.
Examples:-
 copper wires,
optical fibers,
wireless communication channels.
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4. In case of “marketing”, Marketing communications are messages and
related media used to communicate with a market.
“promotion" part of the “4 ps": product, price, place, and promotion.
People who practice marketing are called as marketing communicators.
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5. Internet Marketing
A click away….
Marketing with the help of virtual world.
Like:-
etc…
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6. In days like these every house has internet connection….
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7. Steps for Internet marketing
marketer thing….
1.) Ad/information should be small, clear and attractive….
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8. 2.) their product/organization should be easily located….
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9. 3.) People are multitasking so the advertisement should must
grab their attention….
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10. Steps for Internet Purchasing
Customer thing….
There are lots of challenges for customers which forbid them to buy…
Such as….
To Find
To Choose
To Evaluate
To Use
Payment, a bigger concern…..
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11. Internet Transections
No cash required….
It is a method of electronic funds transfer from one person or
institution to another.
A internet transection can be made from one bank account to another
bank account
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12. Processes for Transection
A customer places order on website
Web browser encrypts the data
Encrypted data are send to payment gateway
Data sent to respected bank for inquiring
Reply from bank
Gateway receives the response and forwards it to browser
And the payment and order confirms.
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13. Internet transection
Challenges….
Security
Failure
Multiple sites
Protocol problems
Server product limitations
Response time
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14. Security
Biggest issue….
Confidentiality: Encryption.
Authentication: Certification
Frauds
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15. Failures
Single computer….
Hardware failure
Software crash
User switched off the PC
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16. Failures
Multiple sites….
Network failure
Or has the remote computer crashed?
Or is it just running slowly?
Message loss?
Denial-of-service attack
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17. Customer service
Expectations….
Provision of service before, during and after a purchase.
series of activities designed to enhance the level of customer
satisfaction
the feeling that a product or service has met the customer
expectation.
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18. Continued….
Customer support:
Customer support is a range of customer services to assist customers in
making cost effective and correct use of a product
Automated customer service:
Customer service may be provided by an “automated means”
 Example: touch-tone phone, which usually involves a main menu, and the use of the
keypad as options (i.e. "Press 1 for English, Press 2 for Spanish", etc.)
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19. Customer Satisfaction
All that a marketer wants….
It is a measure of how products and services supplied by a company
meet customer expectation
It is a Percentage of total customers, whose reported experience with
a firm, its products, or its services exceeds specified satisfaction goals.
It has become a key element of business strategy
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20. Building Satisfaction
A firm always try….
A firm always try to give better service to customer then they expect...
Like:
 delivery of products on time
 Better service after delivery
 Better customer support
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21. Thanks and Regards
Sandipan Shandilya
SU1
Spring 12-15
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