Blog#4 Creating the Customer Experience For Web Interfaces

When it comes to customer interface, which is the customer’s interaction on the web, it “shifts from ‘face-to-face’ to ‘screen-to-face.'” To create customer interface, you must consider seven elements which are “the 7c’s framework.” The 7 c’s are: context, content, community, customization, communication, connection, and commerce. Context focuses on how the website’s aesthetic and functional appearance would look and feel like. Content focuses on what is on the website, and community focuses on the interaction that happens between website users where they should feel a strong sense of membership and involvement. Customization refers to the “site’s ability to tailor itself to each user or be tailored by each user.” The main objective for this personalization is to provide a variety of features that will capture the audience and keep them coming back. Communication involves the ways sites enable one way information communication between the site to the user and two way information communication (interactive). Connection is the degree in which the site is able to link to other sites and lastly, commerce is the website’s abilities to allow trading transactions such as registration and shopping cart. It is crucial that all 7 c’s worked together cohesively in order for the business to be successful.
The 7C’s of Customer Interface Design

Furthermore, the quality of customer interface has been known to heavily influence a customer’s behavior which in turn determines the success of the business. There has been studies that show how customer interface quality can affect customer loyalty. In addition, these findings suggest that “customer interface quality, including customization, interaction, convenience and character, contributes” to e-loyalty.
The impact of customer interface quality, satisfaction and switching costs on e-loyalty

An example of a website with a good web interace is Amazon. This website’s customer interface features the functional tools that allow e-commerce transactions. “Some of them include registration, shopping cart, security, credit card approval and one-click shopping.” The registration enables the “users to login and store credit card and shipping details,” as well as a shopping cart that “enables customers to place items in the virtual cart so they can make an immediate purchase or store items for up to 30 days before deciding to purchase them.” However, security is the site’s strong area where Amazon guarantees secure transactions, data encryption and authentication technologies.
Amazon-Customer Interface

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Explore posts in the same categories: 7c's, Amazon, Customer Experience, Web Interfaces

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