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Online Shopping Trends and Solutions for Customer Engagement

Explore strategies to address shopping cart abandonment and enhance customer interactions in the online retail landscape, with a focus on eCRM tools like web bots for improved user experience.

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Online Shopping Trends and Solutions for Customer Engagement

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  1. Chapter 11Team Wiki Jen Ruzzi Katie Alexo Greg Friedrich Erin McCarthy

  2. UK • What’s the article about • Most Efficient Path to Customers • Single Point of Accountability • Build to Order • Low Cost Leader • Standard-based Technology • How it relates to the chapter • Provides great customer service • Direct distribution • Time Utility: When the customer wants to buy, 24/7/365 purchasing • website • Place Utility: Where the customer wants to buy, website • Builds a great relationship with their customers

  3. Who Are you Gonna Click to Call? • What’s the article all about: • shopping cart abandonment is becoming a huge issue and it needs to be solved • 66% -90% shopping cart abandonment • Consumers enjoy going to retail stores • Consumers still like the idea of the "bricks and mortar" store • Solution: Customers can talk to sales representatives online (click to call) ACAu offers this type of service • How it relates to the chapter: • Shopping cart abandonment, as defined in the book on page 299, is leaving a basket before a sale is completed. • How current websites are able to correct the situation…..

  4. Web Bots Why we Picked the Article • eCRM-solving customer problems and satisfying their needs and wants Shopping cart abandonment-leaving a shopping basket before purchase What the Article is all about • Web Bots enhance self serve experience"mimic human shopping habits, makes recommendations and reduces costs How Article Relates to Chapter • Virtual learning agent system improves customer relationship • Communicates directly with customer and convert 1st time buyers into lifetime customers • Increases view to buy rates and decreases shopping cart abandonment

  5. Record Numbers Go Online Shopping: Traditional Companies Turning ETailers What’s the article about • Pressures facing etailers • Amazon.com- one of the pioneers of etailing • Etailing creates the need for costly facilities • Amazon.com tripled its earnings in the 3rd quarter of the current year • Brand loyalty more important • In 2004, Americans spent $144 billion online How it relates to the chapter • 3rd Significant transformation in the retail industry • 70% of etailers are bricks-and-clicks (multi-channel distribution strategy) • In 2003, an estimated 55% of revenues are from internet sales • Retailers must make a number of key decisions • Benefits vs. Costs of going online

  6. Resources • http://wwp.greenwichmeantime.com/time-zone/europe/uk/website/stores/dell-computer-uk/index.htm pg 281-282 • http://www.prnewsnow.com/PR%20News%20Releases/Technology/Telecommunications/Who%20You%20Gonna%20Click%20To%20Call... Pg 299 • http://archives.cnn.com/2000/TECH/computing/02/14/bots.idg/index.html pg.299, pg. 301-302 • http://www.cnn.com/2004/TECH/12/23/spark.etailing/index.htmlpg. 297-299

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