E-commerce and Customer Experience Presentation Assignment Sample

Slide 1: Title of E-commerce and Customer Experience Presentation Assignment

Slide 2. Introduction 

• Internet shopping, customer relations, and eBay.
• Effect of customer experience on customer retention and satisfaction
• eBay’s inventions aimed at improving the use of the site

SN: E-commerce as well as customer experience is the topic of this presentation and it is specifically on eBay. It emphasizes the role of the customer experience in online shopping since it is a critical factor affecting customers’ loyalty and satisfaction. eBay. It is a well-known online store which sells different goods and services; it focuses on the improvement of the customer’s experience through further changes. The strategies and market position of eBay, based on the presentation, will be discussed in several points of customer services.

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Slide 3. Company Background

• Launched in 1999, eBay's significant evolution
• Key milestones: safe and reliable payments, internationalization
• Sellers have a great platform to showcase their products and businesses also enjoy a good market.

SN: eBay established in 1999 is the largest e-commerce site in the United Kingdom. Some of the important highlights are the introduction of safe payment methods and the broadening of the company’s international presence (Pollák et al. 2021). As of now, the website has millions of active users, eBay offers an enormous choice of goods starting from electronics to souvenirs. It has a strong foundation that works for single sellers and businesses, which always introduces changes to enhance the customer experience and workflow.

Table 1: Key Statistics and Milestones

(Source: https://www.semrush.com/)

Slide 4. E-commerce Landscape

• Changing trends in the field of e-commerce panorama
• eBay is the rival of Amazon and many other online shopping companies including Etsy.
• Different products, good services, and market approaches

SN: Modern e-commerce environment is constantly changing, trends like mobile shopping, the use of artificial intelligence in shopping, and same-day delivery are emerging. eBay has a rather large share of the market, occupying a place among industry leaders along with the likes of Amazon and Etsy (Cherian et al. 2020). It grabs a huge market share due to the variety of products and efficient services provided to the clients. In the presentation, you will find a discussion of present tendencies on e-commerce, eBay's market position, and further plans on how to maintain competitiveness.

Table 2: E-commerce Market Position

Slide 5. Importance of Customer Experience

• customer experience has a direct influence on the customer retention rate and sales.
• Positive CX therefore helps to encourage future business and repurchases.
• On the other hand, negative customer experiences act as repellent forces.

SN: Customer experience or CX involves all the touch points a customer has with a brand, for retention and sales. CX has the potential of making a customer loyal, and make more purchases while negative CX will make the customer go elsewhere. For instance, easy site operation/flow and prompt response qualify as good CX while delayed page accessibility and unresponsive helpline as poor CX (Alshathri, 2022). Thus, the approaches aimed at CX impact the level of customer satisfaction and organizational performance.

Slide 6. Customer Journey Mapping

• Mapping shows stages from mere awareness to purchase.
• Key touchpoints: navigation, payment, and customer service.
• Pain points: long time to load, difficult to calculate

SN: Customer journey mapping brings out the flow of the customer, from the moment they are aware of the company’s products to the time they make their purchase and even after. eBay. The buying process of co. UK includes the stages of pre-purchase – customers search for a particular product; decision-making – customers choose a product; post-purchase – goods are bought and customers receive support (Benta Salakin, 2022). Primary interacting points are the website interface, the payment stage, and customer care.

Table 3: Customer Journey Map of eBay.co.uk

Slide 7. Website Usability

• Ease of use plays a vital role in consumers’ satisfaction and their overall interest in the product.
• eBay is especially good at navigation.
• The usability of a website is very important in the overall interaction that a user has with the website. eBay.

SN: The usability is also very good with easy-to-use website menus, well-defined product categories and simple search tools as in co. uk. These experiences are quite diverse, where customers describe simple and convenient interfaces most of the time, while at the same time reporting occasional problems with the speed of loading the application (Alrumiah and Hadwan, 2021). Daily updates and customer-oriented design help to keep high usability and attract buyers’ attention, thus improving customers’ loyalty.

Table 4: eBay.co.uk Website Usability

Slide 8. Personalization Strategies

• The relevance and customization contribute to satisfaction because one gets what he or she wants
• eBay has applied data in recommending products to their customers.
• AI and machine learning of patterns of users.

SN: In e-commerce, personalization is used to improve the quality of the offered services as well as increase customers’ loyalty. eBay Ukrainianizes it by using the experience of the client data analysis and offers products and services that the client might be interested in (Ertemel et al. 2021). Machine learning and other related technologies examine browsing history and purchase history. This strategy helps to enhance customer interest and business patronage because the process of shopping becomes more appealing.

Table 5: Personalization Strategies at eBay.co.uk

Slide 9. Customer Service and Support

• Customer service adds value to the total evaluation.
• Currently, eBay has an option for live chat, e-mail, and phone support.
• Fast response, higher percentage of customer satisfaction

SN: Customer service plays a crucial role in the improvement of total customer satisfaction. eBay. Customer service options are given on co. uk and consist of live chat, e-mail, and phone. The short response time and the high level of satisfaction of the users to these services indicate the effectiveness of these services (Zare and Mahmoudi, 2020). The early and efficient service delivery guarantees that customers’ complaints are addressed and this causes the customers to be loyal and continue buying from eBay.

Table 6: eBay.co.uk Customer Service

Slide 10. Mobile Experience

• In the case of the shopping mall, mobile commerce plays a growing role for consumers.
• Thus, eBay’s app and website ensure that the customers have as smooth an experience as possible.
• Great customer satisfaction and good mobile performances

SN: Mobile commerce is important since more customers are using mobile gadgets to shop. eBay. Both the mobile app and website of co. uk are easy to navigate and have fast loading speed to ensure that the customers have an unhampered shopping experience (Abouelyazid, 2022). According to the feedback given by the users, mobile usability and performance are highly satisfactory. The main indicators prove high activity and conversion on mobile devices, which proves the efficiency of the company’s mobile commerce management.

Table 7: eBay.co.uk Mobile Experience

Slide 11. Delivery and Fulfillment

• Delivery and fulfilment are important determinants of the customer.
• eBay delivers products to customers through various carriers and has a good system of transportation.
• The issues of speed and reliability increase customers’ trust.

SN: Delivery and fulfilment are likely to affect the customer’s decisions to engage the business again, hence its importance. eBay. Co. UK has several delivery services these are standard delivery, express delivery and international delivery (Märtin et al. 2023). This concerns the platform’s logistics network, which must provide timely and efficient delivery, as this factor is critical to consumers’ trust. Delivery is always mentioned as a key performance area in customer feedback; it remains a core part of eBay’s customer experience offering.

Slide 12. Return and Refund Policies

• When it comes to customer satisfaction returns must be easy.
• return policies are clear and not complicated at all in eBay.
• When customers start to return, positive feedback on their return experiences will help retain them.

SN: Customers trust easily when returns can be made easily in e-commerce. eBay. co. UK gives very simple and easily understandable return and refund policies, which makes it easier for customers to return their products (Silitonga et al. 2024). That is why such policies are made to enhance the level of customer confidence and their levels of satisfaction. The ability to return items is described by customers as convenient and is one of eBay’s main strengths in terms of its customer repeat rate.

Slide 13. Customer Feedback and Reviews

• About feedback and reviews, It is clear that they are very important in enhancing experiences.
• eBay gathers and utilises comments to improve the services
• Thus, reviews establish trust and can impact the decision to buy a particular product.

SN: Getting feedback and reviews from customers is very crucial in the improvement of the customer’s experience. eBay. co. uk proactively asks user for their ratings and reviews which are then used to enhance their services and products. The reviews play the role of changing the purchase decisions and also help in establishing trust from the side of new users.

Slide 14. Loyalty Programs and Promotions

• When it comes to customers, the issues of loyalty programs and promotions are of great importance.
• eBay uses sales promotions and loyalty programs to increase consumer patronage.
• Good programs yield better engagement hence repeated business.

SN: It is worth noting that the key incentive for customer retention is loyal programs and promotions. eBay. The numerous incentives such as the code and membership in co. uk helps ensure that the customers make repeat purchases of the products (Briedis et al. 2020). These programs are accepted by the customers because they carry extra value and rewards in them. These strategies help in earning the trust of customers which is portrayed by the high levels of customer traffic and satisfaction.

Slide 15. Innovation and Future Trends

• Some of the trends that are already on the rise include AI, personalization, and automation.
• eBay continues to spend its money on technology that will enhance experiences.
• A view of the future with emphasis on innovation, and operations excellence

SN: Some trends that have emerged in e-commerce are the use of Artificial Intelligence, personalization and use of automation. eBay. Currently, sites like co. The UK is investing in such areas to remain relevant, including the use of artificial intelligence in aspects like recommendation systems and supply chains. The future perspectives for eBay are viewed as the development of user experience and improvements of the company’s operations due to innovation. This way they always remain relevant and timely to meet the ever-changing market requirements and needs.

Slide 16. Challenges and Recommendations

• Challenges: the user-friendliness, protection, and the time it takes to load the given website or web application.
• Recommendations: changed for the better in speed, changed for the better in the degree of customization.
• Under these circumstances, any change that enhances activity productivity where the customer is the accumulating recipient contributes to satisfaction levels.

SN: Thus, the challenges are apparent in defining a specific approach for the integration of the given solution and the safeguarding of co. uk. Some of the suggestions include site speed, the enhancement of the personalization algorithm in the PWA, and customer support. These improvements could be useful in attaining the best outcomes about the performance of the platform and its clients. Solving these issues should have a positive impact on the usefulness of services and, thus, enhance viewers’ and customers’ attentiveness.

Slide 17: Inspirations and Creative Process

• The proposed approach is based on the best practices of the e-commerce and design industry.
• Tools used: wireframes, user journey maps
• Concentrating on the idea of state-of-the-art approaches and methods

SN: The strategies of e-commerce and the principles of customer-oriented design became the basis for the project. Something like wireframes and user journey maps were employed during the creative process to have a clear vision and coordination of ideas. As part of the creative process, attention was paid to such aspects as the implementation of the best practices in the sphere in combination with the use of new opportunities to improve eBay.

Slide 18. Conclusion

• Summary: patterns, innovations, customers’ reactions
• One fact that has to do with the competitively superior Continuous Improvement is that of.
• Resolution of problems for one of the most satisfying customer experiences

SN: Enhancing eBay. the elements of co. uk’s customer experience are the detection of the market needs and desires, the application of innovative technologies, and the implementation of clients’ feedback. One has to work on the improvements continuously to maintain competitiveness and satisfy the customers. Overcoming these threats and applying everything that has been discussed in this paper, eBay will be able to strengthen its market position and continue improving the experience for the users, which will lead to the company’s sustainable prosperity.

Slide 19: Reference List

Reference List

Journals

• Abouelyazid, M., 2022. Natural Language Processing for Automated Customer Support in E-Commerce: Advanced Techniques for Intent Recognition and Response Generation. Journal of AI-Assisted Scientific Discovery, 2(1), pp.195-232.
• Alrumiah, S.S. and Hadwan, M., 2021. Implementing big data analytics in e-commerce: Vendor and customer view. Ieee Access, 9, pp.37281-37286.
• Alshathri, S.A., 2022. Online dispute resolution as a mechanism to enhance consumer trust in e-commerce: how can Saudi Arabian law be improved? (Doctoral dissertation, Newcastle University).
• Benta Salakin, T., 2022. Factors affecting mega sales day promotion perception of Daraz shoppers.
• Briedis, H., Kronschnabl, A., Rodriguez, A. and Ungerman, K., 2020. Adapting to the next normal in retail: The customer experience imperative. McKinsey & Company, 14.
• Cherian, B.G., Lin, Y.H. and Azlan, M.N., HOW CAN MULTI-CHANNEL RETAILING FURTHER EXPAND THEIR PRODUCT RANGE WHILST SUSTAINING CUSTOMER EXPERIENCE AND SATISFACTION FOR BOOTS. COM?.
• Ertemel, A.V., Civelek, M.E., Eroğlu Pektaş, G.Ö. and Çemberci, M., 2021. The role of customer experience in the effect of online flow state on customer loyalty. PloS one, 16(7), p.e0254685.
• Märtin, C., Bissinger, B.C. and Asta, P., 2023. Optimizing the digital customer journey—Improving user experience by exploiting emotions, personas and situations for individualized user interface adaptations. Journal of consumer behaviour, 22(5), pp.1050-1061.
• Pollák, F., Konečný, M. and Ščeulovs, D., 2021. Innovations in the management of E-commerce: analysis of customer interactions during the COVID-19 pandemic. Sustainability, 13(14), p.7986.
• Silitonga, D., Rohmayanti, S.A.A., Aripin, Z., Kuswandi, D. and Sulistyo, A.B., 2024. Edge computing in E-commerce business: economic impacts and advantages of scalable information systems. EAI Endorsed Transactions on Scalable Information Systems, 11(1).
• Susiang, M.I.N., Suryaningrum, D.A., Masliardi, A., Setiawan, E. and Abdillah, F., 2023. Enhancing customer experience through effective marketing strategies: The context of online shopping. SEIKO: Journal of Management & Business, 6(2), pp.437-447.
• Zare, M. and Mahmoudi, R., 2020. The effects of the online customer experience on customer loyalty in e-retailers. International Journal of Advanced Engineering, Management and Science, 6(5), pp.208-214.

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