The Power of Internet Feedback :: Exploratory Essays Research Papers

The Power of Internet Feedback Eight Sources I. Introduction Feedback is one of the most important elements to a businesses success. No matter what the business, all have to deal with two constants, customers and customer satisfaction. These two things lay the groundwork for a successful business. The customers come from various types of media strategies such as advertising, mail-order publications, public relations, retailing and merchandising, sales, market research, and prices of goods. In order for a business to be competitive in its market the business must know what the customer wants, what price the customer is willing to pay, why the customer would buy one brand over another and other feelings that customers need met that would make them buy your product or service. Great customer service is the difference that makes the difference, whether your customers deal repeatedly with one representative of your company or with a different person each time they call, whether you do business face-to-face or electronically. Internet feedback is the new wave as far as getting feedback from customers, "A company can't create advocates without a true understanding of customer preferences. Not surprisingly, much of the innovation and groundbreaking techniques for "listening" to customers is coming from the Web world (Griffin.)" This is why Internet feedback is one of the most useful and resourceful tools a business or institution can have at its fingertips today. II. Literature Review and Findings The literature I found to be most relevant to the type of information that I deemed most important covered a websites ability to satisfy a customer having specific feedback goals from the website. In an essay written by Jakob Nielsen and Marie Tahir called, Design Usability: Keep Your Users In Mind Incorporating Feedback at Several Stages into an Ongoing Design Process Will Help a Site to Thrive. In this article the authors describe how the Web, like nothing else, has taught people how easy it is to walk away from a poorly designed product. The truth with the person who could easily and swiftly go to your website they can leave just as fast. A person who has invested the time to drive to a mall might be willing to suffer through a long checkout process much more readily than a Web customer, who can just as easily click over to the competition.