Ecom 8 - I.Choquet - chaine de valeur - Delhaize

Isabelle Choquet – ICHEC Business School 1 eBiz@ichec.be

E-commerce transaction cycle versus Delhaizewineworld

E-commerce transaction cycle versus Delhaizewineworld Ou un modèle presque parfait de commerce en ligne

METZ 2008

E-Commerce Transaction Cycle

AttractLook and Feel

Performance andService

Inform

Relevant Information

Customize

CustomerConfiguration

TransactBuying &

Selling Models

Personalize

Buying behaviorIncentives

PayElectronic PaymentSystems Security

InteractCustomer Service

Socialization

Deliver

Order Fulfillment

Key Processesand

Resources

Key Processesand

Resources

Isabelle Choquet – ICHEC Business School 3 eBiz@ichec.be

AttractAttract

Attract

Inform

CustomizeCustomize

Transact

Personalize

Pay

Interact

Key Processesand

Resources

Key Processesand

ResourcesDeliver

© Isabelle Choquet – ICHEC Business School 4 eBiz@ichec.be

Référencement

Référencementsur les autres sites

de l’enseigne

© Isabelle Choquet – ICHEC Business School 5 eBiz@ichec.be

Attract : bannering

© Isabelle Choquet – ICHEC Business School 6 eBiz@ichec.be

Attract : affiliates

Isabelle Choquet – ICHEC Business School 7 eBiz@ichec.be

InformInform

Attract

Inform

Customize

Transact

Personalize

Pay

Interact

Key Processesand

Resources

Key Processesand

ResourcesDeliver

Attract

Inform

CustomizeCustomize

Transact

Personalize

Pay

Interact

Key Processesand

Resources

Key Processesand

ResourcesDeliver

© Isabelle Choquet – ICHEC Business School 8 eBiz@ichec.be

Inform

© Isabelle Choquet – ICHEC Business School 9 eBiz@ichec.be

Inform

© Isabelle Choquet – ICHEC Business School 11 eBiz@ichec.be

Inform : cross selling

© Isabelle Choquet – ICHEC Business School 12 eBiz@ichec.be

Inform : cross selling

Accessoires

© Isabelle Choquet – ICHEC Business School 13 eBiz@ichec.be

Inform : promotion

De nombreux avantages:

Mais le Delhaizewineworld.com, c'est également de nombreux avantages :

10 % de ristourne à l'achat de 24 bouteilles assorties ou non. (à l'exception des champagnes)

Des points-plus sur vos achats qui seront automatiquement ajoutés à votre capital points lors du règlement de vos

achats.

Et bien d'autres encore à découvrir

lors de vos visites sur notre site.

© Isabelle Choquet – ICHEC Business School 14 eBiz@ichec.be

Inform : advice

© Isabelle Choquet – ICHEC Business School 15 eBiz@ichec.be

Inform :advice

Isabelle Choquet – ICHEC Business School 17 eBiz@ichec.be

CustomizeCustomize

AttractLook and Feel

Performance andService

Inform

Relevant Information

Customize

CustomerConfiguration

TransactBuying &

Selling Models

Personalize

Buying behaviorIncentives

PayElectronic PaymentSystems Security

InteractCustomer Service

Socialization

Deliver

Order Fulfillment

Key Processesand

Resources

Key Processesand

Resources

© Isabelle Choquet – ICHEC Business School 18 eBiz@ichec.be

Customize : personnalisation

© Isabelle Choquet – ICHEC Business School 19 eBiz@ichec.be

Customize : personnalisation (message)

© Isabelle Choquet – ICHEC Business School 20 eBiz@ichec.be

Customize : personnalisation

© Isabelle Choquet – ICHEC Business School 21 eBiz@ichec.be

Customize : personnalisation

Isabelle Choquet – ICHEC Business School 22 eBiz@ichec.be

TransactTransact

AttractLook and Feel

Performance andService

Inform

Relevant Information

Customize

CustomerConfiguration

TransactBuying &

Selling Models

Personalize

Buying behaviorIncentives

PayElectronic PaymentSystems Security

InteractCustomer Service

Socialization

Deliver

Order Fulfillment

Key Processesand

Resources

Key Processesand

Resources

© Isabelle Choquet – ICHEC Business School 23 eBiz@ichec.be

Transact

Visualisationpratique des

différentesétapes de lacommande

© Isabelle Choquet – ICHEC Business School 24 eBiz@ichec.be

Transact

Isabelle Choquet – ICHEC Business School 25 eBiz@ichec.be

PayPay

AttractLook and Feel

Performance andService

Inform

Relevant Information

Customize

CustomerConfiguration

TransactBuying &

Selling Models

Personalize

Buying behaviorIncentives

PayElectronic PaymentSystems Security

InteractCustomer Service

Socialization

Deliver

Order Fulfillment

Key Processesand

Resources

Key Processesand

Resources

© Isabelle Choquet – ICHEC Business School 26 eBiz@ichec.be

Pay

© Isabelle Choquet – ICHEC Business School 27 eBiz@ichec.be

Pay

D’autres modes et moyens de paiement sont proposés :

à la livraison (via Caddy Home)

à la réception en magasin

cash, par carte de crédit, par proton ou par carte bancaire

Isabelle Choquet – ICHEC Business School 28 eBiz@ichec.be

InteractInteract

AttractLook and Feel

Performance andService

Inform

Relevant Information

Customize

CustomerConfiguration

TransactBuying &

Selling Models

Personalize

Buying behaviorIncentives

PayElectronic PaymentSystems Security

InteractCustomer Service

Socialization

Deliver

Order Fulfillment

Key Processesand

Resources

Key Processesand

Resources

© Isabelle Choquet – ICHEC Business School 29 eBiz@ichec.be

Interact : les FAQ’s

Isabelle Choquet – ICHEC Business School 31 eBiz@ichec.be

PersonalizePersonalize

AttractLook and Feel

Performance andService

Inform

Relevant Information

Customize

CustomerConfiguration

TransactBuying &

Selling Models

Personalize

Buying behaviorIncentives

PayElectronic PaymentSystems Security

InteractCustomer Service

Socialization

Deliver

Order Fulfillment

Key Processesand

Resources

Key Processesand

Resources

© Isabelle Choquet – ICHEC Business School 32 eBiz@ichec.be

Personalize

Offre mailing

personnalisée

© Isabelle Choquet – ICHEC Business School 33 eBiz@ichec.be

Personalize

Souci de rassurer le client jusqu’au bout :

> si une bouteille est bouchonnée : elle est reprise

> si une bouteille ne correspond pas aux attentes du client : elle est reprise...