E-commerce - Cape Peninsula University of Technology
E-commerce - Cape Peninsula University of Technology
E-commerce - Cape Peninsula University of Technology
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ones they enquire for. But we cannot track all non card carry members, that<br />
is, customers that walk in and buy with cash. So what we've done is to<br />
extend that functionality to non-card members. We lunch the CK Project<br />
sometime, so we give every person that comes to the shop a card. It's a form<br />
a loyalty reward that <strong>of</strong>fered to all customers. After a period <strong>of</strong> time these<br />
customers that have accumulated certain point will now be rewarded with a<br />
voucher based on how much they have spent in the shop. We use that to<br />
track other Woolworth's non-card carrying members<br />
Q: DO YOU USE ANYTHING LIKE ONLlNE NEWSLETTER?<br />
A: Yes we have online newsletter to lunch information to our customers. If there<br />
is any problem we use that to reassure customers that any problem at<br />
hand will not affect them.<br />
Q: HOW DO YOUR CUSTOMERS PERCEIVE YOUR ONLINE SECURITY<br />
MEASURES?<br />
A:. I do not have the full detail information and view <strong>of</strong> the report that deals with<br />
customer satisfaction. I can speak as a Woolworths customer yes it is<br />
secure. We so have some downtime as well but there is nothing major but we<br />
handle it and make sure it does not affect the customers so that we could<br />
loose them<br />
Q: DO YOU THINK HAVING AN E-RETAIL BUSINESS HAS HELPED IN<br />
INCREASING YOUR CUSTOMER DATABASE?<br />
A: Yes, it has a litlle bit It hasn't taken customers away from the floor. We have<br />
people because <strong>of</strong> distance who are in the remote area or do not shop<br />
frequently, the online store have helped to bridge that gap.<br />
Q: WHAT GROUP OF PEOPLE DOES WOOLWORTH TARGET WITH ITS<br />
ONLlNE SHOP?<br />
A: The target market is the food market, people that really enjoy quality food.<br />
We have increase to garment as well but our primary target is food<br />
customers.<br />
Q: WHAT DO UNDERSTAND ARE YOUR CUSTOMERS NEEDS?<br />
A: In terms <strong>of</strong> customer need, it varies. Woolworths has a vision which one <strong>of</strong><br />
them is customer satisfaction which is our priority. To give our customers<br />
value for their money. In as much as we also focus on quality, also give<br />
customers value for their money so that they can come back.<br />
Q: HOW DO YOU COPE WITH COMPETITION TO ABLE TO BE ONE OF THE<br />
LEADING RETAIL BUSINESSES IN THE COUNTRY?<br />
A: The way to deal with competition is always to be ahead <strong>of</strong> your competitors,<br />
look are what we are doing and studying the market reaction to it, frequent
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