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Business background

REPORT PREPARED FOR: CUSTOMER EXPERIENCE MODEL ANALYSIS BY VALAPHONE SISOUVONG POSTGRADUATE DIPLOMA IN BUSINESS APMG 8119: DIGITAL ENTERPRISE 2014. Business background. Operated in 6 countries OZSALE Pty Limited by Jamie Jack home wares, clothes, shoes, beauty products, etc

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Business background

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  1. REPORT PREPARED FOR:CUSTOMER EXPERIENCE MODEL ANALYSISBY VALAPHONE SISOUVONGPOSTGRADUATE DIPLOMA IN BUSINESSAPMG 8119: DIGITAL ENTERPRISE2014

  2. Business background Operated in 6 countries OZSALE Pty Limited by Jamie Jack home wares, clothes, shoes, beauty products, etc Women, men, kids Website, , , , Free membership members

  3. Customer experience map

  4. Promised experience Convenient: “access sales all year round from the comfort of your own home” Exclusive: “searching the world for the best products and negotiating deals direct with suppliers to offer exclusively to our members” Security: “Shop with confidence, your order is safe and secure” - Ubiquitous: Shop wherever you are - Genuine: all products are 100% genuine

  5. Promised experience Convenient: “access sales all year around from the comfort of your own home” Exclusive: “searching the world for the best products and negotiating deals direct with suppliers to offer exclusively to our members” Security: “Shop with confidence, your order is safe and secure” - Ubiquitous: Shop wherever you are - Genuine: all products are 100% genuine

  6. Customer Behavior

  7. Customer real virtual experience

  8. Theoretical implications Customer satisfaction

  9. Managerial implications

  10. References Hoffman, D. L., & Novak, T. P. (1996). Marketing in hypermedia computer-mediated environments: conceptual foundations. Journal of Marketing, 60(3). NZSALE. (n.d.). About us. Retrieved from http://www.nzsale.co.nz/AboutUs.aspx?cid=30 Rose, S., Hair, N., & Clark, M. (2011). Online Customer Experience: A Review of the Business-to-Consumer Online Purchase Context. International Journal of Management Reviews, 13(1). doi: 10.1111/j.1468-2370.2010.00280.x Scoop. (2010). NZsale secures funding to accelerate growth. Retrieved from http://business.scoop.co.nz/2010/08/31/nzsale-secures-funding-to-accelerate-growth/ Scoop. (2013). Nzsale clocks up its 9 millionth member. Retrieved from http://www.scoop.co.nz/stories/BU1310/S00690/nzsale-clocks-up-its-9-millionth-member.htm ShopSavvy. (n.d.). NZsale outlet store. Retrieved from http://www.bargainshopping.co.nz/afawcs0152824/CATID=952/ID=1809/SID=1002475765/nzsale-outlet-store.html#.U-qWZPmSyCl Wolfinbarger, M., & Gilly, M. (2000). Consumer Motivations for Online Shopping. (112). AMCIS 2000 Proceedings. Retrieved from http://aisel.aisnet.org/amcis2000/112.

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