Page 5 - CSR Issue 2 2021
P. 5

CONVENIENCE STORE RETAILER  3





















                                                                                                 C






                                                                                                    ONLINE       TM


                    WHAT HAPPENS WHEN SHOPPERS


               INTERACT WITH YOUR BRAND ONLINE?




          INSIGHTS TO IMPROVE ONLINE SHOPPING EXPERIENCE













              Online                   Transaction                   Delivery                      Overall
           Shopping                      Process                   Experience                   Experience

       Website appeal               Order placement             Notification of delivery    Standards compliance
       Registration process         Ease of payment             Compliance of delivery      Competitor comparison
       Navigation & layout          Order confirmation          Condition of order          Overall experience
       Pricing & specs              Payment confirmation        Correct order received      Revisit site
       Promotional offers           Delivery times & costs
       Delivery options
       Return policy







             IDENTIFY                      TRACK                       BUILD                      SERVICE
             SERVICE                  PERFORMANCE                      BRAND                       LEVELS
               GAPS                                                   LOYALTY






                                             Jenni-Ruth Coggin   |   m:  +27 76 170 6989   |   jenni@bmi.co.za
                          Get in touch
                                                                              www.bmi.co.za   |   t:  011 615 7000
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