From: S.Minocha (S.Minocha@open.ac.uk)
Date: Mon Jul 19 2004 - 03:37:39 EST
Total Customer Experience with E-Commerce Environments
A customer's experience with an E-Commerce environment extends beyond the interaction with the Web site, including, delivery of products, post-sales support, consumption of products and services, and so on. It is this total experience that influences the customer's perceptions of value and service quality, and which consequently affects customer loyalty.
The User Experience Strategy Group of the Open University (OU), UK has developed an empirically-grounded Service Quality Toolbox (SQT). The tools of SQT can be applied by different roles (such as market planning, user experience research, user experience design, user experience evaluation, etc.) during the Customer-Centred Design process of E-Commerce development. Businesses can apply SQT to identify the Customer-Relationship Management (CRM) strategies that can enhance the service quality and value of the E-Commerce experience of their customers with the E-Commerce environments.
The User Experience Strategy Group recently conducted an evaluation-cum-training workshop at the OU to introduce the SQT. The workshop was attended by both practitioners and academics. The tools of SQT are now being applied to E-Commerce design and development by several organisations in the UK. As suggested during the workshop, we have set up a discussion group on Total Customer Experience on Yahoo Groups. This discussion forum will provide an excellent opportunity for practitioners who are working as designers, market planners or usability evaluators, and academics with consultancy experience in E-Business to explore the potential of the SQT in three areas of E-Commerce development: marketing, design, and evaluation. In addition, the forum will discuss general issues related to Total Customer Experience with E-Commerce Environments.
It is a private list, so if you wish to participate in the forum, please email me giving some details about your interest. Also, please contact me if you would like to know more about SQT. Details of the research project and a list of recent publications are available at: http://mcs.open.ac.uk/exploring_total_customer_experience/
Thanks & With Kind Regards,
Shailey
Tel: +44-1908-652056 / 653796 (Secretary) Fax: +44-1908-652140 URL: http://mcs.open.ac.uk/sm577/To send a message to this mailing list send it to re-online@it.uts.edu.au. To unsubscribe from this mailing list, email majordomo@it.uts.edu.au with the message `unsubscribe re-online' in the BODY of the mail.
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