Creating the Online Customer Experience The quality of the customer experience p

Question

Creating the Online Customer Experience

The quality of the customer experience produced by a company is the standard by which a meaningful marketspace presence is measured. The customer experience is defined as all of the interactions that a customer has with a company’s website, from the initial look at the home page through the entire purchase decision process. Companies produce the customer experience through seven website design elements.

The seven website design elements are context, content, community, customization, communication, connection, and commerce. The context is the site’s aesthetic appeal while the content is the digital information. Communication facilitates user individualization while connection reflects the linkages between other websites. Connection and community capture the social effects while commerce captures the transactional impact.

Read each description below and match to the appropriate category in the table above

1. Good Apples: Apple.com allows visitors to compare multiple versions of its MacBook side-by-side to help consumers choose the best model or their needs. Once they choose, check-out is a few clicks away.

2. Barbie Pink: The official Barbie website, sponsored by Mattel, is a 7-year-old-girl's paradise. On barbie.com, Sophie can immerse herself in a pink polka dot world, complete with images of the Barbie Dreamhouse and Pink Corvette.

3. Facebook Finds: While catching on with her friends on Facebook, Karen clicked on a link from Verizon for an offer for More Data, Less Drama. She was taken to Verizon.com where she upgrades her data plan.

4. Just for You: Wylie has been researching 4K televisions for weeks on amazon.com. Every time he returns to the site, Amazon displays top daily deals for 4K TVs as well as electronics like streaming media players.

5. Camp Cabellas: Darren is preparing for his camping trip, so he visits cabelas.com. While on the site, he researched sleeping bags, watches a video about new tents, and reads an article about hikes in the Montana backcountry.

6. Vacation Time: Steve and his family love to vacation in their Marriott timeshare. Last time he was on my-vacationclub.com. Steve chatted with a Marriott associate who helped him plan his trip to Marriott's Crystal Shores.

7. Sharing Advice: Of the millions of the worldwide travelers posting reviews of their experiences, tripadvisor.com's top U.S. reviewer posted 1,090 reviews. Active participation from members is crucial for TripAdvisor's continued success.

Explanation / Answer

Context Content Customization Connection Communication Community Commerce Barbie Pink Camp Cabellas Just for You Facebook Finds Vacation Time Sharing Advice Good Apples

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