LeShop.ch is the first online grocery retailer in Switzerland. It has been on the market since 1998. Until the end of 2003, its majority shareholder was the Bon appétit Group with 33% of the shares. This major Swiss wholesaler, decided in December 2002 to close down it's business. However, by a solidarity movement, LeShop.ch has been saved by a group of private investors. In September 2003, the first online grocery store, created an exclusive partnership with Migros, the largest supermarket chain in Switzerland. Nowadays, this partnership allows LeShop.ch to offer more than 12,000 products online and has an average of 2000 purchases per day. In addition, LeShop.ch offers not only grocery products, but a wide range of non-food products such as wellness products, home entertainment, perfumery, toys, flowers, cigarettes, wines and spirits, jewelry, Do it +Garden, electronics, and sports equipment. This assignment has two distinctive parts. The first part will provide information and analysis of the e-grocers industry and LeShop.ch itself. In the second part, we will emphasize our analysis in creating new customer service for LeShop.ch such as the implementation of a standing order system, enhancing their website with web 2.0 and creating new applications for customers. Finally, after having made our recommendations, we will draw conclusions on how to improve customer satisfaction and services.
[...] The next challenge for Leshop.ch will be to introduce itself in others countries when the Swiss market will be saturated. Appendixes Appendix 1 Categories per name or per item picture Basket of the customer Appendix 2 Evolution of new customers (in thousands) Appendix 3 Evolution turnover between 1998 and 2007(millions of CHF) Appendix 4 http://info.leshop.ch, company, Key figures Electronic Commerce 2006 “Online Grocery Shopping” Annual Review and Summary Financial Statements 2008 http://info.leshop.ch/php/BusinessLeShop.php?LeShopMenuId=6&lge=uk cf. http://www.touchpoints.ch/fileadmin/media/pdf/LeShop.pdf cf. http://info.leshop.ch/php/BusinessLeShop.php?LeShopMenuId=13&lge=uk “Consumer demand for online food retailing: is it really a supply side issue?”; Cude and Morganosky http://info.leshop.ch, cf. [...]
[...] In fact, the firm delivered 70 tons of food per day in 2006 with anerror'srate of Way of shipping for the grocery As soon as the order is sent to the logistic center of LeShop.ch, the products are prepared and shipped through VonBergen and the delivery is executed by PostLogistics(LaPoste Group), in function of the products. Every order has a shipping cost of 9. - Francs, even if the cost of preparation+ packaging + shipping is more expensive that this average cost. Description: The delivery is made according to the conditions below. [...]
[...] Le Shop.ch would benefit to these improvementsin increasing its traffic. In fact, not only registered customers who are usingthe website to buy products but also people who are looking for good ideas for recipes or information about products will come on the website. Adding this type of functionalities to the website is a way to diversify customers' origin. This coupled with its function to order directly the ingredients necessary for the recipes it would increase its potential customers. Another feature which does not exist yet on LeShop.ch is the possibility to receive RSS feeds. [...]
[...] Supermarket goods and fresh products such as fruits, vegetables, frozen food and meat are the basic part of the assortment of the customers' order fresh products which are transported in an isothermal bag and, thus, guarantee the cold chain during the delivery. Furthermore LeShop.ch sells branded items in the food, beverages and baby goods sectors. The non-food part includes household goods, wellness products, home entertainment, smokers' requisites and so on. LeShop.ch has extended the range of products according to the customers' needs and wants. [...]
[...] Delivery times Daily deliveries from Monday through Friday between 5 pm and 8 pm for orders placed the previous day before midnight. Delivery on Saturday morning for orders placed on Friday before 3 pm. Complaint Resolution 100% Customer Satisfaction Guarantee. Business model Customers According to a survey conducted by the Consumer Direct Cooperative in 2000[8], the following groups of potential customers have been designated: • Shopping avoider • Necessity users (disabled and elderly people • New technologists • Time starved consumers Le Shop.ch is targeting mainly the last group from the above and more particularly young families and working mothers. [...]
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