Competence Area
Embracing Complexity Futures in Sustainability
E-commerce cycle
Key messages
Guiding customers through their e-commerce journey
Learning Objectives
To outline the essential stages of the e-commerce customer journey and internal processes.
To highlight how each stage contributes to attracting, converting, and retaining customers for sustained business success.
Follow-up activity
No
Instructions to introduce the topic and deliver the video/presentation/micro resource
Go through each stage clearly and concisely:
Awareness and Attraction (01): "This is where it all begins. Potential customers first learn about an online business, its products, or services." Think of it like seeing an ad or hearing about a new online store.
Interest and Consideration (02): "In this stage, the focus is on getting customers interested and helping them decide if a product or service is right for them." They might be Browse, reading reviews, or comparing options.
Conversion (03): "This is the big moment: when a customer decides to buy something." It's the purchase itself!
Order Fulfillment and Logistics (04): "After the purchase, this stage involves all the steps needed to get the product delivered to the customer." This includes packing, shipping, and delivery.
Keeping Customers Engaged (05): "Here, the focus shifts to building lasting relationships with customers." This could be through good customer service, special offers, or staying in touch after a purchase.
Advocacy (06): "Finally, in this last stage, happy customers become like cheerleaders for the brand. They tell others, influencing new potential customers." Think of them as brand ambassadors!
Suggestions for discussions and activities after viewing the material
Discuss related and personal practices in small groups
Download
micro learning resources materials