Web-Shop & eCommerce
Forget technology if you want to open a shop on the internet - it's really not important.

Just imagine you are madly determined to open a shop somewhere in a quiet side street.  Then you will ask yourself: How the range will look, who will be your customers, how you will entice interested clients, what promotions you want to run.  You will discover the wishes of your customers by talking to them, learn from complaints and start all over again.

Unfortunately you do not have a shop, but will operate a mail order firm - without direct customer contact, without personal discussion, without being able to count the cash in the till in the evening - no problem, you may be thinking now. 

But here we're not so sure.... as is often the case in life, there are now two possibilities:
1. You are a mail order company
2. You are NOT a mail order company

For all those people who come from the area of mail order the following pages are really uninteresting, as now it is about problems and not failed promises:

With the delivery of goods, of course, promises that have been made should be kept, as a satisfied customer is still the best advertisement for your own company - and this customer expects a prompt delivery, high product availability and easy exchange if they do not like the goods.

It is precisely in the area of delivery times that the customer is becoming more demanding.  Thus, an online vendor in the USA tried to reorganise a logistics chain in order to save costs.  The order time then increased from 3 to 7 days.  As a consequence the backlog rate for orders rose from 7% to 25%.

You don't see a problem here? But it's about good old money now; and it's also about partial deliveries, reminders, papers and promotions to accompany the goods.

On the big subject of e-payment, it is the greatest cliff that a successful e-commerce offer has to sail around - immediately by credit card or even better with an open invoice? And what does it cost; and how does the payment method influence the order behaviour and the return rate?

You can find the answers to these questions in studies, such as, for example, FOCUS analysis "The market for online communication" (www.focus.de/medialine).  Of course, you can also ask us, as many people in the gruppe97 creative pool have their roots in the mail order business; we have made catalogues, devised foreign currency mailings and optimised addresses.

And, therefore, we know how important fulfilment is: warehousing, packaging, dialogue with customers and interested clients up to processing complaints.

Let's talk about it on +49 (0)40-5600 9083.  Oh, and by the way, we also structure and programme online shop systems, of course.