GLOBAL E-BUSINESS AND E-COMMERCE

Reading Head: GLOBAL E-BUSINESS 0
Global
E-
busine
ss
February 27
2020
Customer journey of e-commerce business.

GLOBAL E-BUSINESS 1
Contents
Introduction................................................................................................................................2
Findings and Analysis................................................................................................................2
Amazon UK Customer Journey..............................................................................................3
e-Bay UK Customer Journey..................................................................................................5
Theories of E-commerce........................................................................................................6
Conclusion..................................................................................................................................6
References..................................................................................................................................8

GLOBAL E-BUSINESS 2
Introduction
E-commerce business is the type of business which involves online trading of goods. There is
high growth and demand observed for this type of business. Customers are also more
attracted to this type of business because it is also easy for them to find their required
product. A customer journey model has also been developed by experts that show the journey
of customers while and after buying the product. In this report, the customer journey of two
e-commerce business i.e. Amazon UK and eBay UK will be discussed. Theories of e-
commerce businesses that will support these two businesses will also be presented.
Findings and Analysis
Amazon UK and eBay UK both the companies are involved in e-commerce business. They
are providing customers’ the facility to shop online from their websites. Both the companies
are updating features of their website so that customers can have the best experience. Both
the companies are different in terms of pricing, strategy, and features. The biggest difference
between both the companies is the implication of business model.
eBay UK is considered as a business which is involved in auction sale. This company acts as
a bridge between third party buyers and sellers. Buyers can visit company’s website and they
can search for their required products. They can also bid on the items through individual
auctions whereas Amazon UK is directly involved in buying and selling of products. Amazon
also has its own warehouse. For some products, amazon is also dependent on third-party
sellers. But majority of products are delivered to its customers by the company itself.
The main component for every business is its customers. Customers of e-commerce have to
undergo through a process called “Customer journey”. The customer journey identifies stages
of the customer before and after buying products from online websites. Generally, there are