E-commerce - Cape Peninsula University of Technology
E-commerce - Cape Peninsula University of Technology E-commerce - Cape Peninsula University of Technology
Q: AT WHAT STAGE WAS E-REllLlNG INCORPORATED INTO WOOLWORTHS BUSINESS MODEL? A: Woolworth's started development long time ago. We had a vision prior to the Y2K. When the Intemet boom started, we saw it as an opportunity and thought that there is a need for e-business not just a means of communication but do business. Q: HAS IT HAD ANY EFFECT IN TERMS OF BEING KNOWN WORLD WIDE OR INTERNATIONAL? A: That is actually a big part of e-business. That is the symbol we used to market ourselves worldwide. Provided opportunity for Woolworths to be known worldwide. Helps us to mange our franchise stores, especially our overseas partners do not need to travel down and make purchase rather they can order online. Q: WHAT LED TO THE MOVE TO E-RETAlLlNG? A: Competition is one and because it's a global thing. The company want to make money and also want to be the leader in what we do (competitive advantage) over our competitors. Q: DOES IT OFFER CUSTOMERS VARIETY OF SERVICE? A: Offers them varieties but they have limited varieties of products. Because some services cannot be carried out offered on/ine e.g. clothing because customer wants to try that on first before purchase. But there are other services we offer them e.g. financial services, check their accounts, log a call, make enquires. These are the advantages the ebusiness actually to Woolworths. Q: DO YOU HAVE ONLlNE TECHNICAL SUPPORT? A: We don't have online support but we have a system purely for customers where they can log a call and track the status of their order or queries with there reference number. It makes it much easier for customers and the technical support to be able to manage the call until that call is closed, without being neglected. Q: IS YOUR INTRANET SITE FOR YOUR STAFF AND CUSTOMERS? A: No, it's only for staff who are allowed to log into the network with their password. Q: DO YOU HAVE ANY FUNCTIONALITY THAT ALLOWS YOU TO KNOW WHO YOUR CUSTOMERS ARE? A: Yes, we have the Woolworths card for our customers which will hold all their information. With that we build our customer database. This helps us to where our customer's shops and which products they purchase and which
ones they enquire for. But we cannot track all non card carry members, that is, customers that walk in and buy with cash. So what we've done is to extend that functionality to non-card members. We lunch the CK Project sometime, so we give every person that comes to the shop a card. It's a form a loyalty reward that offered to all customers. After a period of time these customers that have accumulated certain point will now be rewarded with a voucher based on how much they have spent in the shop. We use that to track other Woolworth's non-card carrying members Q: DO YOU USE ANYTHING LIKE ONLlNE NEWSLETTER? A: Yes we have online newsletter to lunch information to our customers. If there is any problem we use that to reassure customers that any problem at hand will not affect them. Q: HOW DO YOUR CUSTOMERS PERCEIVE YOUR ONLINE SECURITY MEASURES? A:. I do not have the full detail information and view of the report that deals with customer satisfaction. I can speak as a Woolworths customer yes it is secure. We so have some downtime as well but there is nothing major but we handle it and make sure it does not affect the customers so that we could loose them Q: DO YOU THINK HAVING AN E-RETAIL BUSINESS HAS HELPED IN INCREASING YOUR CUSTOMER DATABASE? A: Yes, it has a litlle bit It hasn't taken customers away from the floor. We have people because of distance who are in the remote area or do not shop frequently, the online store have helped to bridge that gap. Q: WHAT GROUP OF PEOPLE DOES WOOLWORTH TARGET WITH ITS ONLlNE SHOP? A: The target market is the food market, people that really enjoy quality food. We have increase to garment as well but our primary target is food customers. Q: WHAT DO UNDERSTAND ARE YOUR CUSTOMERS NEEDS? A: In terms of customer need, it varies. Woolworths has a vision which one of them is customer satisfaction which is our priority. To give our customers value for their money. In as much as we also focus on quality, also give customers value for their money so that they can come back. Q: HOW DO YOU COPE WITH COMPETITION TO ABLE TO BE ONE OF THE LEADING RETAIL BUSINESSES IN THE COUNTRY? A: The way to deal with competition is always to be ahead of your competitors, look are what we are doing and studying the market reaction to it, frequent
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- Page 77 and 78: Chapter 5: Recommendations and conc
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- Page 81 and 82: References REFERENCES Page 74 Alba,
- Page 83 and 84: References Page 76 Fisher, M. 2000.
- Page 85 and 86: References Page 78 Monczka, R.M. &
- Page 87: References Page 80 Sweet, P. 2001.
- Page 90: Appendix B Thank you for participat
- Page 101: very dlssaUsfIed 0 0% Ihe purchase
- Page 118 and 119: with credit card/debit card/cheque
- Page 120 and 121: Q: BASED ON THE STATISTICS OF PEOPL
- Page 122 and 123: I will go back to delivery. Deliver
- Page 124 and 125: leader. We should try to anticipate
- Page 128 and 129: checking of the market share. We ar
- Page 130 and 131: INTERVIEW CONDUCTED WITH MR YAHYA P
- Page 132: A: Like I mentioned earlier. Being
- Page 148: Yebo Bedronics f Fort777 YETI OnUne
Q: AT WHAT STAGE WAS E-REllLlNG INCORPORATED INTO<br />
WOOLWORTHS BUSINESS MODEL?<br />
A: Woolworth's started development long time ago. We had a vision prior to the<br />
Y2K. When the Intemet boom started, we saw it as an opportunity and<br />
thought that there is a need for e-business not just a means <strong>of</strong><br />
communication but do business.<br />
Q: HAS IT HAD ANY EFFECT IN TERMS OF BEING KNOWN WORLD WIDE<br />
OR INTERNATIONAL?<br />
A: That is actually a big part <strong>of</strong> e-business. That is the symbol we used to<br />
market ourselves worldwide. Provided opportunity for Woolworths to be<br />
known worldwide. Helps us to mange our franchise stores, especially our<br />
overseas partners do not need to travel down and make purchase rather they<br />
can order online.<br />
Q: WHAT LED TO THE MOVE TO E-RETAlLlNG?<br />
A: Competition is one and because it's a global thing. The company want to<br />
make money and also want to be the leader in what we do (competitive<br />
advantage) over our competitors.<br />
Q: DOES IT OFFER CUSTOMERS VARIETY OF SERVICE?<br />
A: Offers them varieties but they have limited varieties <strong>of</strong> products.<br />
Because some services cannot be carried out <strong>of</strong>fered on/ine e.g.<br />
clothing because customer wants to try that on first before purchase.<br />
But there are other services we <strong>of</strong>fer them e.g. financial services, check<br />
their accounts, log a call, make enquires. These are the advantages the ebusiness<br />
actually to Woolworths.<br />
Q: DO YOU HAVE ONLlNE TECHNICAL SUPPORT?<br />
A: We don't have online support but we have a system purely for customers<br />
where they can log a call and track the status <strong>of</strong> their order or queries<br />
with there reference number. It makes it much easier for customers and the<br />
technical support to be able to manage the call until that call is closed,<br />
without being neglected.<br />
Q: IS YOUR INTRANET SITE FOR YOUR STAFF AND CUSTOMERS?<br />
A: No, it's only for staff who are allowed to log into the network with their<br />
password.<br />
Q: DO YOU HAVE ANY FUNCTIONALITY THAT ALLOWS YOU TO KNOW<br />
WHO YOUR CUSTOMERS ARE?<br />
A: Yes, we have the Woolworths card for our customers which will hold all their<br />
information. With that we build our customer database. This helps us to<br />
where our customer's shops and which products they purchase and which
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