Terra Online Shop Case Study

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Terra Company is a big publishing company in NZ. The online shop Terra Online was put into use 6 months ago. However, for some reason, the online shop did not work well, and many customers suffered painful experience from it. It also harms the reputation of Terra, and resulted in a big economic loss. In this report, the problem at Terra Online shop will be identified from the complain letter of the customers. At the same time, some corresponding measures will be taken to solve the current problem. Some suggestions will be given to improve the performance in a long term. In the end, some other famous brand of online retailers will be introduced for benchmarking.
2. The current problems at Terra Online Shop
According to the CRM theory, the customer satisfactory depends on the customer expectation and the customer experience. When the customer experience is beyond the expectation, the customer will feel satisfied with the company, In the online business, since the customer could not touch or see the real product before the product is
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Secondly, the 1-click design is used by Amazon. That means even the customer just bought a book from the store; the whole information can be stored. Next time when the customer placed the order, the whole information can be used freely and save a lot of time. Amazon also stored the purchase history of the customer and can supply suitable suggestions for specific customer. The delivery speed is very fast and that is another reason for good customer experience in Amazon. Amazon also supplied the price discount for its customer, and the price is relatively cheap for the users. Finally, Amazon cooperated with many other publish companies, which makes Amazon had the large amount of the books and can satisfy all the requirement of all customers around the world. That is the advantages of Amazon. ( Linden,

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