Reflection on Web Design Strategies for Customer Service and Marketing

This reflection discusses the various web design strategies used for customer service and marketing, including customer service decisions and marketing strategies. It emphasizes the importance of customer-centric decisions for a successful eCommerce business.

REFLECTION 1
Reflection
Name
Course
Date

REFLECTION 2
Introduction
This section will give a reflection of the various web design strategies used regarding
customer service and marketing strategies. I believe that this are the major aspects that can
make a successful business
Customer Service Decisions
Customer service is a critical part of online retailing. This is the department that directly deal
with the customers and it should be reliable, efficient, and effective. There are several
customer strategies that I will implement for the company. They include:
 I will develop a multichannel strategy because it integrates seamlessly with different
distribution and promotional channels, thus, it will position the business to get to,
connect, and create a good relationship with my customers (YaLing and Bazaki,
2017).
 Live chat function has been integrated in the website to offer fast way for customers
to communicate with the representatives and get their issues resolved.
 I will also employ the use of personalized emails in our campaign as this will increase
customer confidence and trust because he/she will feel recognized.
 I will also automate and optimize online order fulfilment because it brings optimal
satisfaction to customers, improves productivity, and saves on time.
 Engage and connect with the customers by calling them or sending them customized
messages just telling them how the business values them.
 A 24-hour customer support will be offered to ensure that customers can be helped at
any time of the day whether day or night (Armistead and Kiely, 2013).
I believe these decisions and choices will go a long way in enhancing customer satisfaction
and eventually building customer trust.
Marketing Strategies
Having effective marketing strategies will help Arzu's Footwear Company to build a brand
for itself. Some of the marketing strategies that will be implemented include:

REFLECTION 3
Referral marketing: many businesses have underrated this marketing strategy but I believe it
will be effective for Arzu's Footwear Company. We are social beings and people tend to
believe more what they hear from the people close to them.
Content Marketing: I will create infographics, blogs, GIFs, images, videos, and posts that will
attract the target audience to visit the website. This type of marketing strategy does not aim to
increase sales but to educate the audience about Arzu's Footwear Company products (Faisal,
2016).
Email Marketing: many people still prefer email as their number one communication channel
despite the popularity of chat apps and social media. Statistics have shown that more that
91% of the consumers read email and thus, this can be a good channel to market our products
(Bleier and Eisenbeiss, 2015). Email marketing have shown a higher ROI than social media
and it is 3 times more effective that social media.
Social Media Marketing: this is one of the popular marketing strategies. The number of social
media users is increasing daily and millions of people visit this social media sites including
Facebook, Twitter, Instagram among others every hour (Peters et al., 2017). This strategy
can be very effective for Arzu's Footwear Company to boost it sales.
Conclusion
I have attempted to give a brief summary on the different decisions that I made on customer
service and marketing strategies. According to me, I believe it is important to ensure that
your decisions and strategies revolves around the customer in order to have a successful
eCommerce business.

REFLECTION 4
List of References
Armistead, C. and Kiely, J. (2013). Creating strategies for managing evolving customer
service. Managing Service Quality: An International Journal, 13(2), pp.164-170.
Bleier, A. and Eisenbeiss, M. (2015). The Importance of Trust for Personalized Online
Advertising. Journal of Retailing, 91(3), pp.390-409.
Faisal, A. (2016). Marketing Strategies in Online/Digital Marketing. Account and Financial
Management Journal.
Peters, K., Albers, S., Asselmann, D. and Schäfers, B. (2017). eCommerce
Revisited. Marketing ZFP, 31(JRM 2), pp.85-104.
YaLing, C. and Bazaki, E. (2017). THE EFFECT OF ECOMMERCE ON CUSTOMER
BEHAVIOUR. Global Fashion Management Conference, 2017, pp.511-516.