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Contents
Executive Summary
1 Introduction
2. Key factors for success in an online shop
2.1. Basic value proposal
2.2. The user experience is essential
2.3. Knowing the customer
2.4. The long term customer value
2.5. Customer service
2.6. Price policies
2.7. Promotions
2.8. The metrics of success
3. The checkout processes in 21 wine sites
3.1. Information and showing products
3.2. Shopping cart
3.3. Check out process
4. Case study: Chateauoline.com
5. The customer experience in the sites that 'pass'
the checkout process
5.1. Ease of use and navigation
5.2. Design and visualization in different browsers
5.3. Range of products
5.4. Level of prices
5.5. Merchandising and promotions
5.6. Customer service
5.7. Shipping, delivering and return policy
5.8. Personalization Options
5.9. Privacy policy
6. Conclusions
7. References
About Emergia Soluciones Interactivas
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