MY OWN ONLINE CUSTOMER EXPERIENCE

In regards to the evaluation on the online customer experience, I happen to have my own online customer experience. When it comes to the online shopping, I am not really a fan of it, yet, I buy some things online such as unique shirts, band merchandise and vape juices and kits. I would say the most interesting online shopping experience I have ever had is the purchase of vape kits and juices. It was few months ago, probably, 5 or 6 months. At the time, I ran out of juices and was in need of some new vape kits. I was at the first uncertain because there were heaps of online vape vendors from all over the world, such as Vaporfi (USA), Vapoureyes (NZ) and etc. After the long quest of looking for a right spot, I finally decided to go for the New Zealander Vapoureyes. Prior to making and confirming the order, as per usual I did some research on Vapoureyes, and according to the some online vape forums I came across, Vapoureyes is reliable and trusted, delivering the order as soon as possible. This is where the ‘information process’ stems from as it is based on the customer’s knowledge and experience. When the research and enquiry were done by me, I went to its website, looking for some products, offers and information. Upon exploring the website, there was a ‘perceived of ease of use and usefulness’ element as I found some features and navigations that helped me filter and scramble what I was looking for. Also, I can say that the helpful and useful features and buttons on the website of Vapoureyes are regarded as perceived benefits since it gave me an assistance in looking for what I needed for my vape needs. As soon as I managed to find what I was looking for through the help of the website features and navigations, I had a second thought and opinion before proceeding to the final decision. At this point, I thought to myself that whether I was certain about the purchase, the delivery timing of the products, the quality of the products and the authenticity of the products (since there are plenty of fake and failed vape products being sold in the market by few irresponsible offline and online vendors). This where ‘the skill and perceived control’ of the customers have an occurrence. After I was certain and was about to proceed to the purchase and payment confirmation, suddenly, the notification popped up saying that there was a guarantee if the package is not delivered within 2 days (express delivery) and 6 days (regular delivery) and that indicates that Vapoureyes really cares for ‘the trust and risk’ of its customers. Finally, I decided to proceed to purchase and payment, choosing the express delivery ans paying my vape kits and juices with my debit card respectively. 2 days later, I received my package which indicates the ‘enjoyment’ and Today I’m a repeat customer of Vapoureyes due to its reliability and benefits.

THE 5I'S OF AMAZON

IDENTIFICATION 

Identification is a process of verifying the identity and preference of each customer before they proceed further into business relationship respectively. The amazon has a formal identification process through the sign up and sign in phase just like another online shopping website or medium. Furthermore, each user or customer on amazon has location indicator that indicates the area or country the users belong to, orders, amazon prime that is one of amazon’s perks and credit card identification for the business purpose. The features are really helpful to each customer as they can refer to them as their shopping and business guide

INDIVIDUALIZATION

Individualisation is a process whereas a business company specifically classifies and separates the types and preferences of its customers as they tend to vary. At this point, amazon has some necessary individualization features such as shop by department menu that allows the customer choose the related shopping category and items they would like to check out or purchase, the language option that allows them to shop in English or Spanish, amazon prime, which is the premium account of amazon that is one of the amazon perks, offering free shipping over 100 million items and lists and account features of each customer to manage their shopping list, wish ist and etc.

INTERACTION

Interaction is a process whereas a business company gets involved in any forms of communication such as by phone, e-mail and live chat to hear their say, needs, wants, preferences or assist them in solving any issues. Certainly, amazon has complete medium for interaction through its contact us page as there is a feature that mediates the customer’s relationship with amazon in terms of the business and purchase issues or queries.

INTEGRATION

Integration is a process whereas a company oversees its performance and its influence on customers in terms of capacity, distribution and areas. Certainly, amazon has remarkable integration system by bridging its contents and features through some business based and authorized  website partners such as souq.com, junglee.com and imdb.com in order for them to ease the customers on accessing the amazon contents, services and perks.

INTEGRITY

 Integrity is a process whereas a company has to be dedicated to loyally maintaining the customer’s trust and faith. Surely, amazon has a good integrity system that retains and maintains the customer’s trust and faith by providing a page that contains privacy notice to its customers. The page itself is meant for the customer and there are some features that help customer in understanding their privacy rights as amazon customers such further information on their personal information, cookies, access to information and etc.