Delivering the online customer experience (7)

Question 1

What are the key elements of online service quality

Answer 1

Visually appealing 
Reliable 
Assurance (addresses the need of the customer) 
Facilitates a multichannel approach 
Personalisation

Question 2

What are the 3 important aspects of site navigation

Answer 2

Consistency
Simplicity
Context

Question 3

What are the 5 elements of content that need to be planned and managed

Answer 3

1) Engagement value - relevant
2) Media - types of delivery (e.g. text, video)
3) Syndication - connectivity to other sites
4) Consumer participation
5) Access platform (desktop, ipad, iphone)