Transcript of "Retail User Experiance Map and Service Focus"
Retail User ExperienceMap and Need forService FocusHitendra Kumar
Retail User Experience MapGuiding PrinciplesPeople choose online shoppingas it is convenient, easy andflexible.People build opinion over aperiod of time..Shopping and checkout forvaluable goods is just one part ofprocess.People value services that isrespectful, effective andpersonable.Customer JourneySTAGESBROWSINGSHOPPINGTHINKINGFEELINGEXPERIENCESite Research Shopping Checkout Post Checkout Post ShoppingReturningCustomersBrowses Site Pages,Compare ProductsTalk to friends,Customer Care orClick to CallNearby StoreLocatorCheckoutWhat to buy? Howmuch I can spend?Will I get best priceand value?Do I want anythingelse?What if an issuecomes?How to track myorder?Will I get loyaltybenefits, can I reorderold items, what’s new?Need to findrelevant itemsquickly ..Is my budgetsufficient?I should havechecked crossitems?I should be able toreplace / return …Need handy ref. andmeans to trackLets see if they havepersonalized targeting…What to buy? Howmuch I can spend?Will I get best priceand value?Do I want anythingelse?What if an issuecomes?How to track myorder?Will I get loyaltybenefits, can I reorderold items, what’s new?OPPORTUNITYHelp people tobrowse morerelevant items.. OndemandpersonalizationClear ValueProposition,PersonalizationChoices..Connect People,RecommendationsEffective ReturnPoliciesOnline Tracking andmultiple shippingoptionsAnalytics and Trends,Stakeholder Opinions,Sentiments, ServiceFocus and Options toUsers..ShareExperiencesFollow-ups withcustomersPromoting SocialInfluencersPromoting LoyalCustomersTrackVisitorsCapture Leads
Service Focus – Anticipation Gap• The Services are process and experience based.• The loss of potential revenues and wasted ad spend can’t be controlled w/ofilling service anticipation gap.• Should be win-win for organization as well as for people-Enjoyment+PersonOrganization
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