E-commerce is usually seen as the classic product sale within an online shop. Many platforms are now turning into marketplaces, and increasing in complexity. In the tourism sector, that complexity is multiplied through diverse travel arrangements, hotel rooms and services offered. This creates new demands for a customer-centric travel-commerce platform. In this talk, Alexander Kempkens reports on what DER Touristik has learned and how it meets these requirements. He discusses how solutions such as Magnolia are used and how customer preferences are incorporated into the products and purchase journeys.
21. Der Service-Experience Loop den wir brauchen
20
Service
Diffusion
Service
Experience
Service
Co-Creation
Transformation
Nutzererwartung
Transformation
Nutzerverhalten
Transformation
Wertschöpfung
Trigger
Niedrigschwellige Nutzung
Reward
Bindung über funktionale und mentale Lock-Ins
Integrate
Entdeckung von neuem
und proprietärem Nutzwert
Change Habbit
Effiziente Vermarktung
Use Service
Eroberung der Nutzschnittstelle
Expand
Integration von Drittservices
Ein prozessuales Zielbild zur Transformation von funktionalen Anforderungen in Innovationen
Angelehnt an:
Transformationale Produkte: Der Code von digitalen Produkten, die unseren Alltag erobern und die Wirtschaft revolutionieren, Matthias Schrader 2017