• Background on Strategic Retailing
• 45 min
  1. An overview of strategically-focused retailing: opportunities and challenges

  • Prof. Joel R. Evans
• Globalization and Retailing
• 29 min
  2. Foreign retailers in China: the first ten years

  • Dr. Lisa Qixun Siebers
• 50 min
  3. Global consumers and in-store promotions

  • Prof. Don E. Schultz
• Consumer Behavior in Retailing
• 19 min
  4. Online customer experience in e-retailing

  • Ms. Donna M. Iucolano
• 27 min
  5. Sensory cues and shoppers’ touching behaviour: the case of IKEA

  • Prof. Bertil Hultén
• 29 min
  6. The helpfulness of user-generated product reviews: a retailer’s perspective

  • Dr. Yue Pan
• Retail Operations and Merchandising
• 46 min
  7. The role of logistics within a retailing strategy

  • Prof. Leigh Sparks
• 40 min
  8. Customers, retail agglomerations and urban place marketing

  • Prof. Christoph Teller
• 36 min
  9. Retail buying: better purchasing and inventory control

  • Dr. Susan S. Fiorito
• Optimizing a Retail Strategy
• 35 min
  10. Optimizing a retail strategy: integration, analysis, and adaptation

  • Prof. Joel R. Evans

Printable Handouts

PDF

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