11 palestra iab consumer2.0 netshoes andrea dietrich
DESCRIPTION
Evento realizado no AMCHAM em 04/06/2013.TRANSCRIPT
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FOTOPALESTRANTE
ENTENDA O
CONSUMIDOR DE
HOJE E AMANHÃ.
Case Netshoes
Andrea
DietrichNetshoes
16hs às 16h30
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2000Nasce a
Netshoes
20021ª iniciativa
online
2007Pure Player
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2013Onde
estamos?
2011Internacional
ização
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Qual o segredo da Netshoes?
Cultura de E-commerce
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Experiência
de Compra
Paixão pelo Esporte
Tecnologia como Driver
Foco no Serviço
Pilares de Sucesso
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Foco no serviço
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Logística (tecnologia, pessoas e processos)
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Atendimento 24x7, via chat, e-mail, fone e redes sociais
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Consultores Esportivos
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Personalização
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Parcerias estratégicas
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14
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Driver: tecnologia
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Mídia Segmentada
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Shoefitr
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Robô de Atendimento e Troca na Web
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Power Reviews
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Everywhere commerce
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Paixão pelo Esporte
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Apoio ao Esporte
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Apoio ao Esporte
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Apoio ao Esporte
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=
Experiência impecável
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Reconhecimento do consumidor
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29
Centauro Dafiti Comprafácil Submarino Americanas Extra Bahia PontofrioMagazine-
Luiza
Ricardo-
Eletro
Rating last 6 month
(Website (1) /
Consumer (2))
/ 6.92 / 4.65 / 5.64 / 4.92 / 6.03 / 6.18 / 4.55 / 4.22 / 4.85 / 4.45 /3.28
Rating 2012 (1) (2) / 6.88 / 4.70 / 5.91 / 4.76 / 5.49 / 5.67 / 4.82 / 4.63 / 5.00 / 4.25 / 3.38
Rating 2011 (1) (2) / 6.32 / 4.14 / 5.52 / 3.40 / 4.56 / 3.93 / 4.48 / 4.15 / 4.43 / 3.85 / 2.46
Solution Index (3) 96.2% 73.5% 81.7% 81.2% 85.2% 86.0% 77.6% 75.8% 79.4% 74.1% 65.1%
Would Shop Again? 74.6% 44.7% 56.8% 46.7% 62.7% 62.0% 45.9% 37.8% 49.5% 43.5% 31.6%
Notes
1. : Ranking from reclameaqui.com.br considering overall rating by consumer, solution index and whether client wouldshop again.
2. Average of consumers evaluation on the shopping experience.
3. % of problems solved by the e-commerce company. (last 6 month)
Source www.reclameaqui.com.br
Highest Customer Ratings in Brazilian E-Commerce
Great Good Regular Bad
*Data Base: April 2013
Reconhecimento do consumidor
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Relacionamento
Maior varejista
da America
Latina no
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Google Trends - Brasil / All years
Awareness
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Reconhecimento do Mercado
32
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Obrigada!
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