Consumer Behavior

Question 1

Consumer Online Experiences needs to satisfy

Answer 1

Availability Delivery
Instant
response
Customer
Service
Convenience

Question 2

Customer Satisfaction Checklists
+
Monitoring Customer Behaviour on website (Web Analytics) to
make adjustments

Answer 2

LOYALTY

Question 3

Developing an e-Retailing Strategy

Answer 3

1. Bricks-and-Clicks traditional retailers who have
   ‘gone online’
2. Clicks-and-Mortar virtual traders who create a
   physical presence (media, etc.)
3. Pureplay retailers operate entirely online

Question 4

INformation-only Strategies:

Answer 4

1. Billboard strategy awareness, contact details
2. Brochure strategy static site, showcases
   product/services
3. Catalogue strategy showcases products with
   updates occasionally
4. Service strategy access to support services

Question 5

Online Sales Strategies:

Answer 5

1. Export strategies:
   no connection to physical store; new market penetration
2. Mirror strategies:
   website & physical presence has same look and feel
3. Synergy strategies
   operate in collaboration with physical store
4. Anti-mirror:
   online store is dominant
5. Virtual strategies:
   online store replaces physical one