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Printable Handouts
Navigable Slide Index
- Introduction
- Speaker background
- Outline of talk
- “Online customer experience” defined
- Growth of worldwide digital commerce
- Geographic break-down
- Growth of digital commerce in USA
- Growing impact of mobile
- Additional $1.5 trillion will be influenced by online
- Higher customer expectations
- Factors of online customer experience
- 8 factors of great online customer experience
- Factor # 1 – Marketing
- Factor # 2 – Usability
- Factor # 3 – Merchandising
- Factor # 4 – Community
- Factor # 5 – Technology
- Factor # 6 –Operations
- Factor # 7 – Omni-channel retailing
- Factor # 8 – Marketing
- 8 factors of online customer experience: summary
- 10 implications for retailers (1-4)
- 10 implications for retailers (5-7)
- 10 implications for retailers (8-10)
- Contact info
This material is restricted to subscribers.
Topics Covered
- Online customer experience defined
- Current size and projected growth of digital commerce
- Changing customer expectations
- 8 factors contributing to great online customer experience
- 10 implications for retailers (reasons for striving to deliver a great customer experience)
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Talk Citation
Iucolano, D.M. (2014, November 6). Online customer experience in e-retailing [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved November 23, 2024, from https://doi.org/10.69645/BLVY9555.Export Citation (RIS)