Professor Roger Hallowell developed an executive study of the process of e-commerce entitled “Virtuous Cycles: Improving Service and Lowering Costs in E.Commerce”, in which he exposes four closely related pillars, These make up a summary of what we must master when we develop an e-commerce.
The first two are hygiene factors and the second two are differentiation factors.
The 4 Pillars of E-commerce:
1. Navigation: It is the ease with which a user can navigate through all the pages that make up a website.
2. Information: Provide information on prices, product characteristics, delivery models, services) of interest to consumers.
3. Customer Support: Contact between seller and buyer, can be a chat bot and human contact through a CRM phone or email.
4. Logistics: Packaging and shipping, payment systems and other tangible components of delivery services.
Excerpt from the book: The Winners Method, by the author Pablo Foncillas.