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E-commerce Checklist

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by

Max Bellotto

on 16 July 2015

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Transcript of E-commerce Checklist

Welcome
About Digital Planet
Key take-outs for today...
Product & Pricing
Differentiation
E-commerce Expertise
Fulfillment Services
Call Centre
Differentiation
Innovation
Technology
Integration
Site Management
Marketing
Product & Pricing
Order Management
Deliveries & Returns
Customer Service
Q & A
Key Points
1. Online shoppers are price sensitive

2. 60% of shoppers will spend more if the price is
right

3. Online shoppers are informed (Pricecheck)

4. Product variety and availability is critical

5. 42% of shoppers spend more when sites have a
wide range of products

6. Product Quality is a must

7. 47% of shoppers will spend more on quality
products

8. Track the time spend on your site

9. Track your conversion rates

Pricing and Promotions
Product Selection and Quality
Customer service
Personalised attention and offers
Great "out of box" experience
Efficiency on orders and deliveries
Personality of your brand
Innovation of your site and customer experience
Reward your loyal customers

Key Points
Innovation
Key Points
1. E-commerce evolves at a rapid pace

2. If you don't stay innovative you go backwards

3. The online shopper demands an intuitive
experience

4. The online shopper wants instant gratification

5. The online shopper is informed

6. 45% of online shoppers have university degrees

7. 23% of South Africans use mobile devices when
shopping online
Technology
Key Points
1. Technology has become commoditised

2. The business requirement determines
the technology

3. Technology needs to be scalable

4. Technology needs to be supported

5. Technology should improve the
customer experience
Integration
Key Points
1. Integration allows for automation

2. Integration ensures business efficiency and redundancy

3. Integration improves the overall customer experience
Typical Integrations

Stock and Inventory
Order Management
Payment Gateway
Couriers
Customer Relationship Management (CRM) Tools
Enterprise Resource Planning (ERP) Tools
Customer Profiles and Statuses and Database
Point of Sale (PoS)
Loyalty Programmes
Social Media
Analytics
Notifications

Site Management
Key Points
Key Facts
Online shop management is an active function that coordinates a multitude of front-end and back-end tasks
When devising your e-commerce strategy your human resource planning must be well thought out
On average Digital Planet spends about (?) hours a month on
managing one website

Key skills for any e-commerce venture:
Website Development (Platform and Database)
Graphic Design
Content Management
Merchandising
Procurement
Logistics
Customer Service
Payment and Order Processing
Warehousing
Project Management

Since January 2011 to January 2014 Digital
Planet spent about 35 000 hours on website management
Digital Planet has about 100 years of
aggregated e-commerce expertise
in it’s team
Site Management
Key Points
1. Online shop management coordinates a multitude of
front-end and back-end tasks

2. Plan your human resource strategy

3. Have a technology road map
Key skills for any e-commerce venture:
Website Development (Platform and Database)
Graphic Design
Content Management
Merchandising
Procurement
Logistics
Customer Service
Payment and Order Processing
Warehousing
Project Management

Since January 2011 to January 2014 Digital Planet spent about 35 000 hours on website management
Marketing
Key Points
1. No Marketing - No Sales

2. Amazon spends $55.2 million on Google Adwords every year

3. Email Marketing still has the highest conversion rate

4. Understand the relationship between Generic Search and
Campaigns
Order Management
Key Points
1. Order management kicks in once a customer
checks out

2. Effective Order Management requires broad
visibility
In 2013 Digital Planet shipped
90 000
orders on behalf of our clients

Deliveries & Returns
Key Points
1. The logistics of any online venture can make or break it

2. Online shoppers have become accustomed to free
delivery

3. Free Delivery has become an marketing tool

4. Quicker deliveries increases customer satisfaction

5. 38% of online shoppers will spend more on sites that
offer quick deliveries and returns

6. The fastest delivery in the world today was done in 13
minutes 57 seconds (shutl.co.uk)



In 2013 Amazon spent $13.9 billion on 50 new warehouses and fulfillment services ... Why?!
Customer Service
Key Points
1. Online shoppers can feel vulnerable

2. 30% of shoppers will spend more on a
site if they trust the site

3. Customer Service is still the number
one retention tool available

4. Bad Customer Service goes viral
In 2013 Digital Planet:








Took
142 000
calls
Replied to
184 000
emails

Thank you!
Cassie van Wyk
082 929 8804
cassievw@digitalplanet.co.za
Max Bellotto
082 452 0227
maxb@digitalplanet.co.za
www.digitalplanet.co.za
100 Years of aggregated e-commerce experience
!
E-commerce
Checklist
___________
1. So you are online … So is everybody
else!
2. 22.09% of online shoppers deem a good
user experience and well designed site
influence their decision to buy
3. What would entice people to come to
YOUR online shop and buy?
Differentiate!
SocialWiiv
To get products to customers quicker as a strategic move to counter eBay and Wal-Mart who are catching up fast. Amazons' biggest expense is fulfillment!
To set up a consultation with us or to find out more about our specialised
e-commerce workshops, come chat to us after the presentation...
Full transcript