The growth of E-Commerce has brought about a whole new shopping experience. It i
ID: 421943 • Letter: T
Question
The growth of E-Commerce has brought about a whole new shopping experience. It is easy to see that shopping online is different from shopping at a traditional "brick and mortar" store. But how is it different? What are companies doing to make the shopping experience similar and/or different?
Pick two retail sites on the Web that have famous "real world" counterparts. Examples:
Abercrombie & Fitch [http://www.abercrombie.com/]
Victoria's Secret [http://www.victoriassecret.com]
1. Compare shopping at the virtual retailer to the physical version. What about the shopping experience is similar? What is different? Which to you prefer, why?
Explanation / Answer
Answer:
Virtual Vs Physical Retailing
Lets compare and understand the difference between Virtual and Physical Retailing. For better understanding we need to analyze the different customer expectation scenarios which are highlighted and discussed below.
Online: Most likely, you'll need a credit card, PayPal account, checking account, or some sort of online financing option. You'll have to wait for it to arrive through the mail
Retail: The easiest place to purchase products if you have the money. All you need is a way to get there, and means to take your item home.
ADVANTAGE: Retail
Online: All types of products are at your fingertips and you don’t have to even drive miles to find it. You can read product reviews, user opinions, and manufacturer specs with minimal exertion. Most reputable sites make aware the availability of each item.
Retail: Limited to only products it sells at the local level, but you can test your new television in-person before buying it. Depending on store size, selection may be limited, but availability is almost always certain.
ADVANTAGE: Online
Online: Generally, online sellers features lower prices because they don't have the overhead of renting a pad in a strip mall, high electric bills, and a staff of sales people. There's even Web sites that offer 'percent off' discounts if you enter a code after meeting a minimum purchase requirement, which could save even more money. Though, pay attention whether or not your television is brand new or refurbished.
Retail: In order to compete with online purchasing, retail outlets are slashing prices all around. Paired with a coupon or special 'in store' discount, prices might get as low as some online sellers. In addition, many retail outlets resell returned items for even lower prices.
ADVANTAGE: Online
Online: This is a sticky point with online purchasing. While most excel in servicing the customer, there's also a negative stigma associated with online sellers. Please read user opinions before buying and make a gut-call. At times, consumers are charged restocking fees, have to pay for shipping if sending the item to be fixed through warranty, or buy the item with a 'no return' clause in the sale. Though, with some warranties, the consumer will get a replacement model temporarily or permanently depending on the issue. Customer service is sometimes hard to contact, and there's usually no storefront to voice a grievance in person.
Retail: With a receipt, modern retail outlets are easy to deal with when returning, exchanging, and using the warranty. Customer service is usually driven to retain your business by any means necessary, even if it means taking one on the chin every now and then. To be on the safe side, read their return/exchange policy before buying.
ADVANTAGE: Retail
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