The internet connects people to each other and to businesses. People can post reviews, comments, and reach individuals and organizations instantly though Twitter, Facebook, and Google Plus.
People communication became more effective. Therefore, there is a difference between customer’s online behavior and in person.
It is true that customers are not very generous with compliments. At the same time, an unhappy customer can leave long and detailed negative feedback, sometimes using inappropriate language. It seems that online, the customer is appealing to the crowd (to other customers) not to the company. The same customer, in person, may control their anger better and will cooperate in solving problems.
A customer may ignore a company’s emails and surveys, but may act quite differently in person.  They will not turn away when someone is talking to them.

Effective communication is equally important to all businesses; big or small.  Now, in a highly competitive environment, companies review customer feedback almost instantly. The companies prioritize communication and want to know their customer’s opinions.

Customer complaints and suggestions are used as a source for improvement. They brainstorm customers’ feedback points, trying to improve and eliminate complaints. They measure revenues and track their performance.


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WARREN KEEGAN’s STRATEGIES – Term Papers – Mohsinkh

A product modification strategy keeps the physical product essentially the same; modifications, however, are made to meet local conditions or preference in package sizes or colors. Manufacturers of computers, copiers, cars, and calculators have been successful in using this strategy. Companies may develop a country-specific product. If this strategy is employed, the product is substantially altered or new products are produced across countries. For example, hand-powered washing machines have been successfully marketed in Latin America. Communication Adaptation.
Product adaption involves altering the product to meet local conditions or preferences. There are several level of adaptation..

It is extremely difficult to standardize advertising across countries because of variations in economic, social, and political environments. Companies, however, can use one message everywhere, varying only the language or color.

Can Keen’s Strategies be applied to the process of creating websites? At  this point, the product is a website, not the service or products that websites sell.
From my practice, web layout that is appealing to one group of people leaves others indifferent. Websites that are designed to cover large populations: all age groups, genders, and locations are using the same message across the country and don’t meet local conditions and preferences. Eventually they lose sales.


Don’t be Dazzled by High-Tech Design?

Hamilton Gregory In 2005 in the article analyzing internet sites wrote:

Don’t be Dazzled by High-Tech Design?

A study by Stanford University psychologist G.J. Fogg found that people usually judge the reliability of a Web site by it’ s appearance- not by an investigation into who sponsor it. “…
then he wrote:”..Remember that high tech design is not indication of honesty and reliability. The high –tech sparkle gives the Website an aura of professionalism, wealth, and respectability.” But in reality these sort of websites are fooling people. That was written in 2005

I am a webmaster and have a degree in Web design Technology, every day I spend a good amount of time online. When I see low cost websites, not updated or websites that do not participate in social media, I get an impression that the business is not trustworthy and have lack of professionalism. And no matter what credentials website displays, for instance; being in business for 15-20 years, or being honored with some awards ,  I get a feeling  that they do not see  value in their online presence or don’t have money to invest.


Kierland Commons, Scottsdale Arizona, june 2014

Life in Phoenix is eventful: festivals and shows are weekly attractions in Arizona. On June 14 2014, I was at Kierland Commons Summer Concert, the bands name was Smasht: Contemporary covers.
Every Saturday you can enjoy free concert with your family and friends.
Please visit the page that I designed and post your comments. Thank you!