Customer Journey Evaluation and E-Business Proposal: Amazon and eBay

This report provides an in-depth evaluation of the customer journeys of Amazon and eBay, two prominent e-commerce businesses. It begins with an introduction to customer journey analysis, emphasizing its importance in understanding customer experiences and brand interactions. The main findings section details the customer journey of both Amazon and eBay, examining the pre-purchase, during-purchase, and post-purchase phases. The report then offers a general review and analysis, comparing and contrasting the features and processes of the two platforms, focusing on aspects like online search, discovery, presentation, cart, checkout, and post-purchase experiences. Finally, the report proposes a new e-business platform for buying and selling used books, incorporating the best features identified in the analysis and addressing a specific market need. The proposal includes a market analysis and an evaluation of the new venture's potential, aiming to create a user-friendly platform for students and others to trade books.

Evaluate the customer journey of any two
similar retail e-businesses
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Table of Contents
Introduction ....................................................................................................................................3
Main Findings..................................................................................................................................3
Customer journey of Amazon ...............................................................................................3
Customer Journey of eBay.....................................................................................................4
General review........................................................................................................................4
Analysis...........................................................................................................................................5
Proposal...........................................................................................................................................7
Overview................................................................................................................................7
Market analysis.......................................................................................................................7
Evaluation...............................................................................................................................8
References ......................................................................................................................................9
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Introduction
Customer journey is related to complete sum of experience that a customer is go through
while interacting with company and make brand. This is the experience which are related to full
of experience related to their shopping. Amazon is a multinational e-commerce company which
is based in Seattle, Washington. It was founded by Jeff Bozos in 1994, it provides different
varieties of goods and services to the customers across the world. Due to which its demand in
the market is high as compared to other companies like amazon. Provides various benefits to the
customers which attract the customers towards the services of the company (Ballestar, Grau-
Carles and Sainz, 2018). eBay is also an e-commerce platform which is based in San Jose,
California, it was founded by Pierre Omidyar in 3 September 1995. It has various variety of
products at affordable prices which helps in satisfying the needs of the customers effectively.
eBay follows both B2C and C2C e-commerce model it deals in new and used products both
revenue of eBay gets generated from selling of the products provided by the seller eBay charges
commission for every sale. While completing this project the research is conducted on the basis
of customer journey, analysis and comparison and in last a proposal is made in order to make
and start the e-businesses.
Main Findings
Customer journey of Amazon
The journey of the customer is very important for the growth of businesses which is
related and applicable within the organisation. It is important for the company to compare and
analysis the research findings in the way to complete the general comparison between customers
(Bass, 2018). This is very important for the amazon to analysis the market share and ratio of the
customer journey in order to stand on their position.
Before Purchase: To buy the products from the e-commerce platform there are various
research which does in order to get best quality of products and services In this step of buyers
comes in contact with various advertisement, email marketing, social media platform to gain
knowledge about the product. Amazon provides various advertisement on the social media and
televisions to attract the attention of the customers.
During purchase: Once the customers gets influenced by the product and services of the
amazon they come in contact with the company website, sales team and consultants so that they
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can buy the products which they requires. In amazon, customer can easily get their products as
per the need and demand arises.
After a purchase: In this step customers provides the feedback to the amazon about the
product through various customers support features which is provided by the company so that
company can improve there services and provide better quality of products to the customers.
Customer Journey of eBay
In e-bay the journey and analysis of their customer is related and applicable for the
growth of company which are relatable and success of company.
Before Purchase: For buying the products through eBay customers does a research
about the company through different platform like website, rating and reviews, word of mouth
etc. so that customers can be aware about the quality of the products which they are providing.
During purchase: This is the phrase where customer can make their decision and make
final purchase which is related to the sale volume of E-bay. During the process the general
consideration is related and applicable for the market and provide sufficient support for the
company (Duignan, 2020). Customer can easily make a interaction with E-bay in the way to
going through their online portal, touch points where customer can easily get their products and
services in order to get their desired relate.
After a purchase: After purchase is the general process in E-bay where a customer can
easily provide a review and feedback. These feedback is assigned and manage by the company
in order to avoid unethical and misuse the information of their data.
General review
Amazon provides the return and exchange facilities to the customers which helps to fulfil
there needs as per there choice amazon develops its products according to the need and
requirement of the customers which helps in increasing the demand of the business in the market
since amazon provides its own brand it can easily analyse the requirement so that better services
can be provided to the customers in the market (Dyer, Gregersen and Christensen, 2019).
Amazon is considered as the largest retailer in the world which provides the top services to the
customers in the market. Amazon offers 175 different services including food, entertainment,
fashion etc. E-bay is related to related to an platform which work and manage the authenticity of
the company by selling their products to other business operations and management team.
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Amazon follows B2C model of e-commerce it sells its products directly to the consumers
through the its websites amazon has the online identity through which it provides the wide range
of products to the customers (Westerman, 2017). Amazon provides the best quality of products
to the customers due to which customer trust amazon more as compared to other brands in the
market. eBay follows both B2C and C2C e-commerce model it deals in new and used products
both revenue of eBay gets generated from selling of the products provided by the seller eBay
charges commission for every sale. eBay provides more benefits to the seller. Sellers can provide
the listing to eBay at affordable prices which increases the profit of the seller in the market. eBay
provides a location for the buyer where they can get wide variety of products and services as per
the requirement.
Analysis
Comparison of amazon and eBay
As per the research amazon is the best e-commerce platform for buyer to purchase there
goods and services whereas eBay provides the best services to the seller to promote there brand
in the market. It provides the unique qualities of goods as compared to amazon which helps
attracting the attention of the customers in the market. Overall revenue of amazon was $282
billion in 2018 as compared to eBay $10.75 billion. Amazon provides the best customers
services by resolving the queries of the customers on time and provides the best services to the
customers. As per the research it has been concluded that amazon main reason of the customers
behind choosing the services of amazon is its fast delivery and free shipping services which it
provides to the customers (Goodman, 2019). Amazon ask for a feedback from the customers
which helps the business in improving its services and maintain its demand in the market.
Amazon is considered at the second largest e-commerce platform which provides the wide of
products to the customers. Demand of eBay is less in the market as compared to amazon because
eBay doesn't have its own products and services it facilitates third party sellers. Whereas amazon
doesn't involves third party sellers amazon is more in demand as compared to eBay because
amazon deals in their own brand due to which people trust amazon more as compared to eBay.
The brief description of the amazon or E-bay is all related to the different sources and
provide different customer services.
Basis Amazon E-bay
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Online Search Amazon are offering different
products with large varieties. So
whenever a customer is search for
the customer online search they seen
amazon on the top. Online search of
the amazon is more convenient as
compare to E-bay.
E-bay is the company which are work
in B2B and B2C model. After that
they are not having as much
popularity within their organisation.
This is important for the company to
make their online search portal more
effective and attractive.
Discovery There are lots of product which are
related to major goods and services.
So it is very beneficial for the
customer to search and discover the
products as per their need.
In e-bay they are not providing as
much goods and services to search
and discover the products on their
online portals (Granic and Huss,
2017). So there are less discoveries
and access of customer as compare to
amazon.
Presentation Online website of amazon is most
effective on the smart phone. Their
web designer make their website in
smart and attractive way (Silva and
et.al., 2018). Their presentation is
more effective and suitable as
compare to E-bay.
E-bay providing supportive
document which are generally not
supportive on the smart phones
properly. While they are having
ineffective ways. They should use
some attractive way of presentation.
cart The cart facilities of amazon is
advance, as the products which are
put in cart will be informative for
the customer as they are updated
their customer about number of
stock, discount prevailing in product
at any time.
In e-bay the services of the cart is
simple. The product which was in
cart are not informed with
notification on the website related to
products update.
checkout The payment which are accepted by
amazon is related to different type of
E-bay are accepted pay pal, Cash on
delivery and other payment methods.
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methods. Like cash, google pay,
payment, amazon wallet and many
more. Which are very convenient for
the customer and provide a happy
service to them.
As comparing to amazon the
checkout options are fewer and
ineffective for the use of customer.
Post-purchase
phases
They are providing lots of post-
purchase phases and uses. Which are
helpful for the customer as well.
They are using easy return policies
and refund policies as well.
In E-bay the procedure of post
purchase policies are much typical as
compare to amazon.
Proposal
Overview
The proposal for the new e-business platform is making a website which can sell and
purchase books through different people. This is very important and ongoing process where the
people, purchase books at online platform like Amazon Kindle and many more website. So in
order to complete the demand the new E-business idea is to complete the need which are arises
by most of students in related to books (Hagberg Sundstrom and Egels-Zandén, 2016).
Many of the students are purchase novels and books, but after reading once books
become no use product. So as per the demand, the new business is developed which help many
students to come and sale and purchase their second hand books which are needed and not
needed by them (Milani, 2019). Students can login on the E-business portal and mark and upload
the images of books which they want to sale or even on rent. This will provide them a source of
earning and become valuable source for others.
Market analysis
After analysing about the customer journey and their role on the Businesses, it is very
clear that they are very important aspect for the growth and decline rate of the business
opportunities. After analysing the behaviour of market it is interpreted that the need of online
businesses in today world is very important and needed part for the growth. After analysing the
customer behaviour and their journey role within the E-businesses. It make clear to provide a
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relevant and sufficient products and services to them (Khan, Zubair and Malik, 2019). The main
competitors of the new business are amazon kindle, Apple Ibook, Kobo and many more. As
these platform are providing books for purchasing books or reading online. So they become the
threat for the company in order to established their new business market evaluation. This new E-
business idea is related to B2B and B2C business platform. As many of the people are comes
here to sale their products which make a B2B business market and at the same time many
customer come to purchase the books. So they would work as per B2C market platform for the
owner of the businesses.
Evaluation
With the help of above report and comparison chart on customer journey of the two E-
business, it make some specified approach that to provide a customer and complete their need is
the foremost task of any businesses either online or offline. And the three stages of the customer
journey is all decide the growth rate of business (McKenzie Burt and Dukeov, 2018). In the new
business market there are lots of competitors who performed high customer satisfaction level. So
it has been very difficult for the new business to make their own image and position.
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References
Books and journals
Ballestar, M.T., Grau-Carles, P. and Sainz, J., 2018. Customer segmentation in e-commerce:
Applications to the cashback business model. Journal of Business Research, 88, pp.407-
414.
Bass, K., 2018. E-Commerce and Mobile Commerce Technologies. Scientific e-Resources.
Duignan, P.A., 2020. Successful Leadership within Technologically Smart Environments.
In Leading Educational Systems and Schools in Times of Disruption and Exponential
Change: A Call for Courage, Commitment and Collaboration. Emerald Publishing
Limited.
Dyer, J., Gregersen, H. and Christensen, C.M., 2019. Innovator's DNA, Updated, with a New
Preface: Mastering the Five Skills of Disruptive Innovators. Harvard Business Press.
Goodman, J., 2019. Strategic customer service: Managing the customer experience to increase
positive word of mouth, build loyalty, and maximize profits. Amacom.
Granic, M. and Huss, C., 2017. Customer service experience: An investigation of key success
factors of a business model for digitally enhanced and demand driven manufacturing of
personalised apparel products.
Hagberg, J., Sundstrom, M. and Egels-Zandén, N., 2016. The digitalization of retailing: an
exploratory framework. International Journal of Retail & Distribution Management.
Khan, M.A., Zubair, S.S. and Malik, M., 2019. An assessment of e-service quality, e-
satisfaction and e-loyalty. South Asian Journal of Business Studies.
McKenzie, B., Burt, S. and Dukeov, I., 2018. Introduction to the special issue: technology in
retailing. Baltic Journal of Management.
Milani, F., 2019. Digital business analysis. Springer International Publishing.
Silva, A.T. and et.al., 2018. Unveiling the features of successful eBay smartphone
sellers. Journal of Retailing and Consumer Services, 43, pp.311-324.
Westerman, R.A., 2017. Development of a measurement instrument for smartphone behavior
during the customer journey in different product categories (Master's thesis, University
of Twente).
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