Product Type: Market Research Report
Published by: Business Insights
Published: June 2000
Product Code: R162-510Description This report allows you to explore the range of customer service models employed by some of the most innovative international companies, both traditional and Internet-only. By understanding the back-end processes involved in ensuring you can deliver your marketing promise, this report will be useful to you whether you are just beginning to craft your strategy or have enjoyed a successful customer service strategy for some years. Learn from the online service strategies of some of the most customer centered organizations, all in an easy-to-read, clear and concise format. Ensure you develop a customer friendly eCommerce site that delivers your marketing promise. Ensure your eCommerce planning is built on the strongest possible framework of knowledge and experience.Table of Contents - Executive Summary
- Consumer Markets
1.1 Food.com
Summary
Introduction
Customer service
Security as a key consumer concern
Ordering and order tracking
Fulfillment
1.2 Gear.com
Summary
Introduction
Ordering process
Payment security
Fulfillment
- Online service fulfillment
Customer service
- Product tracking and updates
- Product return
1.3 Etoys.co.uk
Summary
Introduction
Ordering process
Payment security
Online service fulfillment
Customer service
1.4 Uniglobe.com
Summary
Introduction
Customer service
Fulfillment
Security issues
1.5 Pets.com
Summary
Introduction
Communications
Product tracking
Ordering process
Methods of payment
Fulfillment
Payment security
Consumer data collection and manipulation
Consumer feedback
The customer guarantee
- Financial Services
2.1 1stQuote.co.uk
2.2 Genialloyd.it
2.3 Deutsche Bank 24
Introduction
Customer service
- Excellent customer service is sought across all channels
- More customization through Yahoo!Germany
Online service fulfillment
- Online service fullfillment is part of the bank's vision to excel in both real and cyber worlds
- Many online options are being considered
Consumer data and confidentiality
- There is need for a comprehensive system to collect and process customer information
- Collecting data at branches is regarded as important
2.4 Egg.com
Introduction
Customer service
- Presenting large amounts of information in a user-friendly format
- Call center is one of the numerous customer service tools
- Egg has experienced problems due to excessive demand
Conclusion: SWOT analysis
- Strengths
- Weaknesses
- Opportunities
- Threats
2.5 Swedbank
Introduction
Customer Service
- Freedom of choice and convenience for customers
Online service fulfillment
- Customization as a customer retention tool
- The Internet can also be used as a channel to establish personal relationships with customers
Ordering
- A security solution that enables a fully mobile banking service
- Consumer data and confidentiality
- Interactive functions and the bank branch: the most effective mix of customer data collection tools
- "Let the customer tell us all about him"
- Automotive
3.1 Car Order.com
Summary
Introduction
Seamless Virtual Car Ordering
Direct Delivery - Both Offline and Online
Customer Focused
3.2 General Motors
Summary
Introduction
Online Consultative Selling
Meeting customers' needs virtually and physically
- Healthcare
4.1 Blue Shield of California
Security
- Present security arrangements
- The security of Blue Shield of California in the future
Customer fulfillment
- Blueshieldca.com
- mylifepath.com
4.2 Glaxo Wellcome
Customer fulfillment
- Delivering health information
Security
4.3 HealthShop.com
- Consumer research
- Customer contact
- Ordering process
- Online customer fulfillment
- Security
4.4 MotherNature.com
Introduction
- The ordering process
- Customer Support
- Order Fulfillment
- Technology and systems
4.5 Walgreens
Introduction
Security
- Medical and prescription data
Customer fulfillment
- Personal profiles
- Personalization strategy
- Energy
- Summary
- Overview
- Strategy
5.2 Amerada.co.uk
- Summary
- Overview
- Strategy
5.3 Niagra Mohawk
- Summary
- Overview
- Strategy
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