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Navigable Slide Index

1. Introduction
2. Speaker background
3. Outline of talk
4. “Online customer experience” defined
5. Growth of worldwide digital commerce
6. Geographic break-down
7. Growth of digital commerce in USA
8. Growing impact of mobile
9. Additional $1.5 trillion will be influenced by online
10. Higher customer expectations
11. Factors of online customer experience
12. 8 factors of great online customer experience
13. Factor # 1 – Marketing
14. Factor # 2 – Usability
15. Factor # 3 – Merchandising
16. Factor # 4 – Community
17. Factor # 5 – Technology
18. Factor # 6 –Operations
19. Factor # 7 – Omni-channel retailing
20. Factor # 8 – Marketing
21. 8 factors of online customer experience: summary
22. 10 implications for retailers (1-4)
23. 10 implications for retailers (5-7)
24. 10 implications for retailers (8-10)
25. Contact info

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)

Links

Series:

• Planning and Implementing a Retail Strategy

Categories:

• Marketing & Sales
• Technology & Operations

Talk Citation

Publication History

• Published on November 6, 2014