Posts Tagged ‘success’

Web site planning for a successful e-business

Sunday, July 5th, 2009

Web site planning is not difficult to perform. However, organizations need to plan for future growth considerations. The organization’s current business requirements only require a flat or static web site for web presence. What will the future hold? Electronic Data Interchange (EDI), automated inventory replenishment, and information technology (IT) growth are a few of the possibilities. Web site planning needs to take into consideration future organizational growth.

An initial business initiative would be to create a flat or static web site. This provides rapid exposure to the e-business market place. Static web sites provide the organization’s basics like company name, address, organizational information, contact methods, and products and or services descriptions. A static web site can be equated to a roadside billboard in content; however with Global exposure instead of localized or community exposure.

Static web sites allow for growth, because they are seldom modified. Static web sites are seldom modified in regard to site content, which makes it easier for search engine crawlers to index the site. Additions should be appended to the web site using dynamic web site scripting. Dynamic web site scripting would be used to tie together resources from other locations that are changing constantly. Prices of products and or services within a shopping cart would be examples of dynamic web site content.

Many organizations prefer to deploy a dynamic web site from the start using a canned web site software package. Deployment is quick but convenience comes at a price. The organization will be required to return to the software vendor for modification and expansion because of copyright and trademark issues. E-Business Juncture believes the organization is the best resource for web site content and layout. Organizations should determine when and what type of web site content the organization requires and who should create the modules.

E-Business Crystal Ball (Part 2) – Customer Service

Tuesday, November 18th, 2008

Customer services is a headache for many businesses. The previous statement in itself is a reason why many businesses are failing to have repeat customers. Customers are the reason we have a business today and continue to grow. Customer service should be looked at as a positive challenge, especially to the people performing the face-to-face customer service.

Future customer service will incorporate many of the technologies in use today. Customer service will also employ many of the same techniques employed today. The difference will come in the marrying of both aspects.

  1. People will expect prompt service. Waiting on hold for twenty minutes is totally unacceptable. The way to combat the wait time is with centralized dispatching. In other words, calls go into a centralized location and are dispersed to another regional location. Some organizations are already doing this; however, I have seen where contractors hang up on customers to reduce their average wait-time or continually transfer customers to also reduce wait-time.
  2. People will want to talk with a representative. Using VoIP this becomes very reasonable. Couple with that a low cost web cam and you can handle online and POTS customers without specialized equipment or added costs.
  3. Localized hold music and announcements. No one wants to be on hold and have to listen to music that is not familiar. Announcing a plug for your business is fine, but if you continue to mention your online services customers will start to feel alienated for using the device of their choice.
  4. Responses using multiple media. Once the phone call ends the organization starts to work to improve their services. You should respond to the customer using as many means as posible, like email, phone and the postal service. The correspondence should address their specific concern and explain how your organization will make changes towards satisfying the customer’s concerns.

Everything sounds just like customer service is today, right? Examine your organization’s customer service and also the customer service you have received and I can guarantee you that the above mentioned principles are not being addressed. Every organization needs to examine their customer service to find methods for improvement.

Remember, when it comes to customer service addressing any less than all four of the areas mentioned is not good enough. Successful organizations take customer service seriously, because during economic strain customers are going to return to the organizations they feel are concerned with their needs.


Mike Kniaziewicz, MIS