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“Read
Our Article About The Internet
Language As Featured In  ” |
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We believe
there is a fundamental paradigm
shift in business markets
and peoples lives as a result
of the Internet and other
interactive technologies.
Your customers' ability
to directly access information
and exercise choice and
control is creating a revolutionary
change in their relationship
with you and how your company
must interact with them
as this "new"
customer.
The Elliott Group's User
Rules™ framework provides
insights into this paradigm
shift and an effective strategy
for developing and assessing
e-services for this relationship
revolution. Based on over
20 years of qualitative
research, the User Rules™
framework is grounded in
tactical results but bridges
the new interactive customer
to strategic implications
for your business. Fundamental
perspectives we
have developed that help you
understand and respond to
the relationship revolution
include: |
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The
Internet is a personal
information tool and
not a media. |
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To
reach your customer
you must first satisfy
them as an information
user. |
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The
new information environment
demands new value
propositions in your
customer relationships.
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Brand
management has changed,
as a host of new e-service elements
are contributing to
the expected, experienced
and remembered utility
of your brand. These
elements are having
more decisive effects
than media in your
customer relationships. |
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New
expectations for customer-facing
integration create
new requirements for
your business operations.
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These perspectives
are incorporated into
The Elliott Group's
e-Services
Relationship Model
that we use to analyze
e-services, assess
their level of development
and provide direction
for the next and future
stages of e-service
development. The model defines e-service relationships in terms of four stages and over twenty-five customer experience dimensions. We apply
the e-Service
Relationship Model
and related methodologies
to yield specific
actionable recommendations
and project success
for e-service initiatives
such as: |
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Implementing
incremental
changes to your
existing website
design to improve
conversion rates
and usability. |
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Integrating
your e-service
processes and
content with
all your customer
contact points. |
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Developing
your next generation
website to address
increasing customer
expectations
and competition
in the marketplace.
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Creating
a strategic
framework to
direct future
development
and build long-term
e-service relationships
with your customers. |
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Identifying
additional customer
segmentation
based on information
use and
online processes. |
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