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Customer-Centered Design: A New Approach to Web Usability by Karen Hyatt, Kreta Chandler

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Operational Excellence

Perceived value starts when customers enter the online store and lasts until the time the product is delivered to their doorstep and the decision is made to keep the product. Operational excellence is achieved through working towards innovative future capabilities, such as build-to-order systems, virtual warehousing, and automated vendor-managed inventory.

Delivery to the Customer

Do you know what customers receive as a result of their online purchase? The customer experience with an online store does not end when they complete the checkout process. It continues until they receive the product at their home or office.

As part of our research on customer online shopping experiences described in online mystery shopping in ...

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