Professor Roger Hallowell developed an executive study of the electronic commerce process 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 electronic 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 scroll 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 Service: Contact between the seller and the buyer, it 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.
In subsequent posts we will explain each pillar in detail, thanks for reading this far, if you liked it, share the post, greetings.
Excerpt from the book: The Winners Method, by the author Pablo Foncillas.