Electronic Retailing Selling on the Internet

1. Electronic Retailing Selling on the Internet

2. Source: NUA Internet Surveys

3. What is E-Commerce? • “Conducting financial transactions by electronic means” • “Harnessing the power of the Internet to help you make money more effectively and efficiently” Source: Cobb Microenterprise Center

4. .com E-Commerce Roadmap While developing an E-Commerce presence, it is important to know where you are now as well as the appropriate destination for your business. Level 5 • End-to-end • Fulfillment • Workflow • Seamless connectivity to back-end system(s) • Minimize/eliminate manual input on transactions. • B2B automated processes Level 4 Integrated • Online orders, payments • Order tracking, queries • Funds transfer Transactional Level 3 • Registration • Forms • E-mail • Secure transaction processing • Online payment authorization • Authentication and validation Level 2 Interactive • Advertising • Marketing • Information • Web site connectivity to database application(s) and email accounts Static Level 1 • No company web site • Can access other sites • Web site • Content development & updates Access • Legend • - Functions at Level • - Requirements to achieve next level No Capability • Internet access through ISP • Email accounts Adapted from:www.mepcenters.nist.gov/public/ecommerce-summit.nsf

5. Source: Virginia Microenterprise Network Regional Conference Small Businesses: Using the Internet

6. Source: Virginia Microenterprise Network Regional Conference Small BusinessesConducting e-Commerce

7. Source: Virginia Microenterprise Network Regional Conference Small Business:e-Commerce Revenues $ billions

8. Source: NUA Internet Surveys

9. Reasons some do not sell online . . . • Products/Services not easily sold on web • Upfront costs • Maintenance/upgrade costs • Lack of in-house tech support • Online security issues

10. What people are buying on the Web . . . • Airline tickets • Hotel reservations • Computer hardware • Apparel • Consumer electronics • Car rental • Health/Beauty • Books • Music • Computer software • Jewelry • Toys/Video games • Food/Beverages • Office supplies • Flowers • Linens/Home decorations • Sporting goods • Videos • Appliances • Furniture • Tools/Hardware • Footwear • Small appliances • Garden supplies Reference: Forrester

11. Know why you are on the Web???

12. To make money ? • To disseminate information ? • To stroke your own ego ? Reference: Flanders/Willis; Web Usability Specialists

13. The Internet Market Channel

14. "With few other sectors of the economy turning in double-digit growth, the Web continues to offer compelling opportunities as a sales and marketing channel." comScore Media Metrix

15. Getting Started

16. Who is going to design, build, and maintain the site??? In-house vs. Outsourcing

17. Outsourcing . . . Know who you are hiring! . . . and get it in writing!!!

18. What do you need for an e-commerce site . . . • Domain name • Web site/store • Web server/host • Site marketing

19. What’s in a name??? EVERYTHING!!!

20. www.yourname.com

21. What do you need for an e-commerce site . . . • Domain name • Web site/store • Web server/host • Site marketing

22. What do you need for an e-commerce site??? • Web store • Online product catalog • Shopping model/Ordering system • Merchant account/Payment processing • Customer communication system • Tracking system

29. What do you need for an e-commerce site . . . • Domain name • Web site/store • Web server/host • Site marketing

30. ISP Internet Service Provider

31. Setup fee Monthly fee Domain name Storage space Website builder Operating system Provider History Technical support Site traffic report Technical support E-mail addresses E-Commerce capable Business management tools Portfolio Hosting Service Criteria

32. www.store.yahoo.com

35. What do you need for an e-commerce site . . . • Domain name • Web site/store • Web server/host • Site marketing

36. Common Mistakes . . . • Bad domain names • Somebody’s cousin built it • Somebody’s cousin hosts it • Only webmaster can make changes • Hokey unprofessional design • Too slow to download • Not organized properly • Stale content

37. What do E-Customers Want?

38. Reasons Why People Shop the Web . . . • Easy to place an order • Large selection of products • Cheaper prices • Faster service and delivery • Detailed and clear product information • No sales pressure • Easy payment procedure Reference: www.useit.com

39. Factors driving repeat visits to a Web site . . . • High quality content • Ease of use • Minimal download time • Updated often Reference: Forrester Survey; 1999

40. The key is consumer confidence . . . • Fun and easy to navigate sites • Pages that appear professional • Clear and accurate product information and representation • Real time answers through self help features, e-mail, and a toll-free telephone number

41. The key is consumer confidence . . . • Good prices and clear representation of all charges • Payment options • Secure transactions • Easy to use return or exchange policy • Quick processing time and delivery • Shopper privacy

42. Navigation

43. Navigational Tools • Location • Consistency

44. Where am I? • Where have I been? • Where can I go? Don’t make me think!!!

46. 3 clicks and you’re out!

47. Professional Pages

48. “People want to do business with people they believe to be professional.” Reference: Flanders/Willis; Web Usability Specialists

49. Product Information