Online customer loyalty, does it exist in the e-retail environment? Can social media aid in building a relationship between e-retailer and customer?

One might recall how price comparison was done before the e-retailers opened their doors. All the information about a product and its price was gathered from the physical store and one was depended on the store-staff and supported elements to provide this information. Whereafter we would visit multiple other stores based on the assumption that these might sell the same product as well. However, it could even occur that a store did not even would carry the product. Finally, after spending the day in several stores it was time to consider which store offered the best deal for example based on price or service. 

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Creating customer e-loyalty on websites

This article focusses on websites in relation to customer relationship management (CRM). The Internet is one of the channels organizations can use to create a two-way communication with their consumers and provide value. Communication including the management of channels is one of the cornerstones of CRM. In order to create value and subsequently customer loyalty, organizations need to offer a channel that satisfies customers’ needs and wants. 

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Social Media Marketing for Building a Strong E-loyalty

In the past few years, we have seen radical changes and advances on the Internet, which has brought new opportunities and challenges in not only our lifestyle but also various business over the world. The Internet has a great power beyond imagination. Especially, The Internet is more meaningful when it comes to business performances. It is not optional anymore but mandatory to make use of the Internet in business perspective.

The start of the digital marketing is probably from the advent of web 2.0. People started to use the terminology, web 2.0, to illustrate a new platform whereby content and applications are not created and issued by individuals anymore, but instead are continuously updated and changed by all users on the Internet where people can easily access (Kaplin & Haenlein, 2010).

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