The E-Business Customer Journey

E-BUSINESS MANAGEMENT 1
The E-Business Customer Journey
Student Name
Institution
Course
Date

E-BUSINESS MANAGEMENT 2
Table of Contents
1.0 Introduction 3
2.0 Research and Analysis of Evidence 4
2.1 ASOS Fashions Retailer 4
2.2 Ryanair Airlines .................................................................................
5
3.0 Evaluation and Conclusion .........................................................................6
4.0 Conclusion ..............................................................................................8
50 References ...............................................................................................9

E-BUSINESS MANAGEMENT 3
E-Business Customer Experience
1.0 Introduction
The businesses which operate online have minimal contact with their customers.
Therefore, they use various techniques to achieve customer satisfaction from the commodity
search phase to the post service engagement phase (Laudon and Traver, 2016). My companies of
choice are the ASOS and the Ryanair company. ASOS, whose initials mean; As Seen On Screen,
is a British fashion and cosmetic retailer. It was founded in London in 2000 (McCormick and
Livett, 2012, p 21). Its primary customers were adults. It operates online, and it is known to
conduct shipping to 200 countries of around 850 fashion brands from its fulfillment centers
situated in UK, Europe and the United States (Wixom et al., 2008, p 112). Ryanair, on the other
hand, is a low-cost Irish airline which was founded in 1984. Its headquarters are in Dublin,
Ireland. It is reported that in the year 2016 it carried more international travelers than any other
airline. It operates with at least 400 Boeing-737-800 planes. The airline company has undergone
rapid expansion thanks to the deregulation of the aviation sector in Europe. Its route network
serves 37 countries in North Africa, Europe, and the Middle East. I choose the two companies
because one is a service rendering while the other one is a fashion products retailer. There are
some distinct differences in their customer satisfaction strategies. Both of them operate
worldwide and hence target customers from diverse locations around the globe.

E-BUSINESS MANAGEMENT 4
2.0 Research and Analysis of Evidence
2.1 ASOS Fashions Retailer
ASOS company offers global retails across womenswear, footwear, menswear and beauty
accessories. In its website, there are a wide variety of products where consumers can find the
ones that match the current trends or the ones that emulate common celebrity styles. One of the
essential sectors in an e-commerce business is product marketing. The first step in marketing a
commodity is winning the attention of the target consumers. It also forms the first phase of the