Consumer Behavior

Assignment four
Group members:

Youssef wael Elewa

292000120

Yasmin Khaled
Martina George Aziz
Abdelaziz
292000229
292000024

Alaa Mohamed
292000032
(The team leader)

Dina Sayed
Marwa Abdelmoneam
292000445
292000439

Youstina Milad
292000065

Mariam Ezzat Maria Hany

292000248 292000004

Salma Ahmed
292000255
Assignment four: How can marketers use
technology to improve customer retention and
enhance their bonds with customers?
Bring 2 different websites for any brand and show
1-

Analysis for 11 determinants of Customer

Attachment on shein website
1- Adoption: (emotional)
 Members can choose what their favorite categories are, who they buy
clothes for and what their style preferences are.
 After setting preferences, and through previous SHEIN searches, the
main shopping page shows products that SHEIN assumes the member
 2-Interactivity: (transactional)
Shein website include search tool that enables one to quickly locate products
there is a small camera in the upper of the website you can take a photo for a
specific item of upload a photo and the website will take you to its location on
the website, shein also put a searching tool to facilitate the searching process.

Shein make a lot of offerings on their website

3-Nurturing: (emotional)
 when you download app will send welcome message and you will get offer.
 send offers in back to school, in Valentine Day and in black Friday.
 Never forget you and always appreciate you, sending thanks messages to you for ordering.
4- Commitment: (emotional and transactional)
 There is a place for real reviews to show you the product in the real when you order any
product from them deliver to you the same product.in fact, it is no different from the picture
 put measurement charts of the products to know your specific size.

5-Network: (emotional)
You can share your experience in the app and leave a comment to say your
feedback.
 6-Assortment: (Transactional)
Site satisfies shopping needs; carries wide assortment and
selection of products if the customer clicks on one item the
website display under it some products like to be belong to a
similar taste to facilitate satisfying shopping needs.

7- Transactional Ease: (Transactional)

The easy way that the customer orders his product, the customer just click on purchase
order then entering his data.

8-Engagement: (Emotional)
 Site design is attractive and organizer you feel comfortable and enjoyable
shopping.
 you can find what you want in easy way by put the photo you search about it in
the search box and will show to you the similar products of it.
9-Loyalty: (Emotional and Transactional)
Shein customers have great loyalty

10- Inertia: (Transactional)

Shein have unique designs with affordable prices that make the customer difficult
to switch to another competitor.

11-Trust: (Emotional)
You can complete your purchase transaction successfully because you trust on it
to complete purchase transaction you need to put your credit card number.
 2-Amazon website
(Emotional bonds)
You can always rely on Amazon to deliver everything you require. As a result of the global pandemic,
lockdowns, and movement limitations, internet sales and e-commerce witnessed an unparalleled
increase. Amazon pioneered this trend, cementing its dominance. During Q320, Amazon recorded its
most profitable quarter ever.

Amazon has long already mastered client retention. Annually, Amazon’s customer retention is through
the sky. As of September 2020, it is anticipated that there would be 126 million Amazon Prime
subscribers in the United States, with a 93 percent retention rate after the first year and a 98 percent
retention rate after two years. It is a dream for eCommerce.

Simply increasing client retention by 5 percent may increase profitability by anywhere between 25 and
95 percent. Customer retention is crucial to the long-term success of e-commerce shops and should not
be neglected. Considering that it is five to twenty-five times more expensive to recruit new consumers,
concentrating on client retention will result in significant cost savings. We now realize that not all e-
commerce websites can offer the same reach and quality of service as Amazon. However, there are
other components of Amazon’s user interface, customer experience, and marketing that may be
replicated “in-house” to increase customer retention.

- Nurturing: receiving reminders/providing relevant information.

- Commitment:Delivering goods on time; responding to problems encouraged Customer friendly return
policies Taking goods care of customers

- Adaption:Changing the shape or color of the product or adding any modification that gives the
customer a feeling of happiness.

- Network:Customers sharing Eexperiences

• useful network for sharing experiences

• shoppers benefit from the community of prospects and customers

- Engagement:Colors, designs and eye comfort.
- Trust:Buying with Visa without fear or worry of being robbed.

- Loyalty:Seldom consider switching like to navigate the site.

History of amazon
Founder and CEO Jeff Bezos was born in Albuquerque, New Mexico in 1964. He graduated from Princeton
University, where he studied electrical engineering and computer science. He worked for a Wall Street investment
company and soon rose to senior vice president.

Bezos and some fellow employees started developing new software in his garage, and he had 300 friends test the
fledgling site. After four years, he quit his VP position to open Amazon.com on July 16, 1995. It was originally an
online bookstore. Within a month, sales were at $20,000 a week, with books being shipped to the United States
and foreign countries. The company went public in 1997.
Two years later, Bezos was Time magazine’s Person of the Year. By the end of 1999, Amazon’s numbers were
incredible: they had shipped 20 million products to 150 countries. In 2000 they expanded to include outside
merchants and other sellers to sell on the website.

2007 was a banner year for Amazon when they introduced the Kindle e-reader. This soon outpaced the sales of
their print books. In 2011, the Kindle Fire tablet computer was released. Other landmarks include their video on
demand and cloud computing services in 2006, a movie and television series development studio in 2010 and a
fine art online marketplace in 2013. Perhaps some of its best-known creations are the Amazon Echo or Dot, which
run the virtual assistant Alexa. The system is integrated with many of Amazon’s other services.
Interactivity
• offerings and tools
• search tool that enables one
to quickly locate products
• having tools that make
comparisons easy
• useful information.
(transactional)

Commitment
• Delivering goods on time;
responding to problems
encountered;
• customer friendly return policies;
• taking good care of customers.
(Emotional and transactional)
Transaction Ease
• site is user-friendly and
enables
• quick transactions.
(transactional)

Loyalty
• Seldom consider switching
• like to navigate the site;
(Emotional and transactional)

Assortment
• provides “one-stop
shopping” for most online
purchases
• site satisfies shopping
needs; carries wide
assortment and selection of
products. (transactional)
Inertia
• not worth the bother to
switch;
• difficult to stop shopping
elsewhere;
• High cost in time, money, to
change (transactional)

How can marketers use technology to improve customer retention and enhance their bonds with customer?

1.Optimizing website for mobile.

2.send deals via mobile.
3.Use convenient customer support platforms.
4.Keep customers up to date.
5.Easier questions and feedback.
6.Effective delivery.
References:
 https://blog.apptopia.com/shein-accelerates-app-growth
 https://ar.shein.com/
 https://www.rewardco.com.au/personalisation-of-shein-a-case-
study/