Week 6: Dialogue

Please respond the following assignment in the Dialogue area of Blackboard:

Post a message that explains and discusses how the first point of contact between a business and a customer online might transform the entire shopping experience. Support your post with at least two peer-reviewed scholarly journal references.

In addition, describe from a biblical worldview how businesses can have a positive impact on consumers during their online shopping experience.

Reply to two students and use your research to add to or challenge the findings of your peers. Support at least one of your responses with at least one peer-reviewed scholarly journal reference and at least 150 words in APA format.

Above is the original post that we had to answer. Below is a fellow students post that I need to respond to.

Fostering customer loyalty is a key objective for online organizations. While initial transactions with new customers are less profitable than transactions with existing customers, making loyalty an important strategy is critical to achieving lasting relationships between an organization and its customers (Carter et al., 2014). Baltzan (2017), elucidates that organizations that participate in internet marketing must develop a trustworthy relationship to make that initial sale and generate customer loyalty (p. 261). It is trust building strategies that stimulate affective commitment, meaning a desire to maintain a relationship that the customer will perceive to be valued (Carter et al., 2014). When this trust is established it will employ a ubiquitous effect on the customer’s decision to remain loyal to the organization and not become so easily persuaded by other organizations.

Customer Relationship Management (CRM) joins organization technology and management tools together to increase and maintain relationships between an organization and its customers (Jalal & bin Ibrahim, 2012). CRM is used to ensure that the right product or service is going to the right customer at the right time, which helps present a trustworthy image of the organization (Jalal & bin Ibrahim, 2012). Proverbs 3:3-4 says, “Never let loyalty and kindness leave you! Tie them around your neck as a reminder. Write them deep within your heart. (4) Then you will find favor with both God and people, and you will earn a good reputation” (NLT). When a company presents itself as one representing trust and loyalty and it is seen in its communication and deliverance of goods or services, it builds a good reputation that causes lasting relationships.

References

Baltzan, P. (2017). Business Driven Technology (7^th ed.). New York, NY: McGraw-Hill Irwin.

Carter, M., Wright, R., Thatcher, J. B., & Klein, R. (2014). Understanding Online Customer’s

Ties to Loyalty. European Journal of Information Systems, 23(2), 185-204.

Jalal, A. N., & bin Ibrahim, O. (2012). Influence of Customer Relationship Management on

Online Shopping. International Journal of Computer Science Issues. (IJCSI), 9(6),

363-365.