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7eme cours Ecommerce - Master 2 Université de Metz - Etudes européennes et internationales - I Choquet
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Isabelle Choquet – ICHEC Business School 1 [email protected]
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 [email protected]
AttractAttract
Attract
Inform
CustomizeCustomize
Transact
Personalize
Pay
Interact
Key Processesand
Resources
Key Processesand
ResourcesDeliver
© Isabelle Choquet – ICHEC Business School 4 [email protected]
Référencement
Référencementsur les autres sites
de l’enseigne
Isabelle Choquet – ICHEC Business School 7 [email protected]
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 13 [email protected]
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 17 [email protected]
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 19 [email protected]
Customize : personnalisation (message)
Isabelle Choquet – ICHEC Business School 22 [email protected]
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 [email protected]
Transact
Visualisationpratique des
différentesétapes de lacommande
Isabelle Choquet – ICHEC Business School 25 [email protected]
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 27 [email protected]
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 [email protected]
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 31 [email protected]
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 [email protected]
Personalize
Offre mailing
personnalisée
© Isabelle Choquet – ICHEC Business School 33 [email protected]
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...
