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Currys.co.uk – E-Commerce & Customer Experience Analysis - Coggle…
Currys.co.uk – E-Commerce & Customer Experience Analysis
Currys.co.uk – E-Commerce & Customer Experience Analysis
1️⃣ Currys’ Use of E-Commerce (Technology & Website Features)
Website Technologies
User-friendly, responsive interface
Advanced product filters & comparison tools
360° images, videos, detailed specs
AI-based recommendations
Click & Collect and home delivery options
Live chat & virtual assistant
Secure online payment (Visa, PayPal, Klarna, Apple Pay)
Mobile optimization
Customer reviews & star ratings
Impact on Customer Experience (CX)
Enhances convenience and speed
Builds customer confidence
Offers personalized shopping
Reduces confusion with clear comparisons
Strengthens trust through transparency and security
2️⃣ Currys & 5 Stages of Purchase Decision-Making (Laptop for MSc)
Problem Recognition
"Back to University" & "Student Tech Deals" highlight student needs
Information Search
Buying guides, specs, Q&A sections, and expert blogs
Evaluation of Alternatives
Comparison tool for specs and pricing
Customer reviews and ratings
Purchase Decision
Secure checkout
Multiple payment/finance options (Klarna, PayPal Credit)
Delivery & Click & Collect convenience
Post-Purchase Evaluation
Easy return policy
Email confirmation and review requests
Warranty and after-sales support
3️⃣ Advertising & Rich Information Tools
Advertising Methods
Google Ads, YouTube, Instagram, Facebook, TikTok campaigns
Email newsletters with deals & recommendations
Information Tools
Interactive buying guides
Product videos & comparison charts
"TechTalk" blog with expert insights
Live chat and "Ask the Expert"
Effectiveness
Increases engagement and awareness
Reduces uncertainty
Builds brand credibility
Improves customer trust
4️⃣ Building Trust & Facilitating Sales
Trust Mechanisms
Secure payment (SSL, Verified by Visa, PayPal)
Transparent delivery & returns
Price-match guarantee
Customer reviews and verified ratings
Store locator and contact info
24/7 customer service
Why Customers Feel Safe
Reputable UK retailer
Clear policies & warranties
Professional and responsive support
Finance flexibility and transparent pricing
5️⃣ Recommendations for Improvement
Website Enhancements
Add Augmented Reality (AR) for product visualization
Create a loyalty or rewards programme
Simplify checkout process (fewer steps, faster mobile experience)
Introduce AI chatbot with personalized recommendations
Add eco-impact indicators for sustainable buyers
Offer student bundles (laptop + software/accessories)
Expected Benefits
Improved user engagement
Higher customer satisfaction and retention
Stronger competitive advantage in online retail