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Multi-channel Success and The Future of E-Retailing - Coggle Diagram
Multi-channel Success and The Future of E-Retailing
Multi-channel
The variety of channel in customer's shopping experience including research before a purchase
Website
Mobile Application
Catalogue
TV Commercials
Brick-and-mortar Stores
Call Centres
Type of Retailer and Benefit
Catalogs
Information
Safety
Convenience
Internet
Broad Selection
Detailed problem solving information
Personalization
Stores
Personal service
Cash and credit payment
Touching and feeling
Entertainment and social interaction
Browsing
Immediate gratification
Risk reduction
Importance
Expand Market
Provide service more cost-efficiently
Overcome Limitations of Existing Format
Conversion Rate
Gift
Save time
Save effort in delivery
Save effort to packing
Use Technology
Service
No shipping problem
Eg: travel website, banking
Branding
Leverage Existing Assets
Increase Share of Wallet
Brnad Name, Inventory,Customer Database
Consumer Buying Decision Process in Multi-Channel
Information Evaluation
Purchase Decision
Information Search
Post-purchase Behavior
Need Recognition
Challenges
Lack od trust in Internet retailing
Locale limitation
Lack of skills to suceed in Internet retailing
High start up of overhead cost
Future Trend
Electronic Payment
Audio Visual Shopping Trolley
Electronic Kiosk