Case Study - Conception and rebuild of a category killer Case study discussing the development of a category killer shop with a high service level and integration of user generated content to resolve the fit issue

The Background

Online business models are increasingly required to offer unambiguous USP's and to create enduring added values for the customers. To adpt to this demand the creation of a category killer shop with perfect service level for customers is intended.


Tasks

  • Build-up of an eShop providing an overall positive shopping experience for customers
  • Superior convenience- and service accomplishments
  • Integration of a "better together“ approach (customers advise customers)

Implementation

  • Development of a service-oriented online platform
  • Convenient experience for customers as a result ofBest-in-Class processes
    • Integration of "WOW services“ to establish customer relationships and in turn customer recommendations
    • Customer motivation to provide suggestions about fit  and use of products
    • Individual and personal customer support with comprehensive customer orientation

Results

  • Concept of the business model considering: assortment, service, special company culture, user integration
  • Realization concept for all modules: frontend, backend, service, assortment, marketing, fulfillment