1. Group E Commerce www.wuw.com Online Business Model www.wuw.com Ebru TURANOĞLU Serdar ERGİN Tuğrul BÖREKÇİ Ömer Ersin UYGUR Mehmet Cabir AKKOYUNLU

2. 1. CUSTOMER INTERFACE for wuw.com We apply the 7C’s framework to our web-site

3. 1. CUSTOMER INTERFACE for wuw.com 1.1. Context Context basically comprises of two key dimensions, which are function and aesthetics. Our web-site’s critical function elements have been listed below: Section breakdown: A top level tab structure that includes topics such as Gift Search, Accounting, Gift Categories including special days gifts, strange gifts, personal gifts, About us, Customer Relationship, Agenda, etc. Linking structure: In our website, people can click on to create an account and once there, users see that the gift section is framed by the top-level tab structure and general gift categories noted above. This linking structure keeps users from getting stranded and allows them to move easily between sections needs for different types of login.

4. 1. CUSTOMER INTERFACE for wuw.com Navigation tools: The main navigation tool is the advanced search engine to facilitate the user moves through the site. Speed: is high. Especially gifts pictures are easily downloaded by our user. They shouldn’t wait for downloading. Reliability: Minimization of downtime is achieved through carefully planned maintenance schedules. Also it uses a highly safe method for encrypting the passwords of the users.

5. 1. CUSTOMER INTERFACE for wuw.com Platform independence: Simple structure grants compatibility with multiple platforms (web browsers, etc.). Media accessibility: The site can be accessed from a variety of platforms including Web, wireless telephones, pocket PCs and, handled computers. Also in our web site it is allowed that our members can upload some gift pictures or videos (sharing environment).

6. 1. CUSTOMER INTERFACE for wuw.com The most critical aesthetic features have been reviewed for our web-site below: Color scheme: The color palettes used in the website are mostly eye catching for taking attention of web visitors. Visual themes: Visual themes help tell a story. So, we help from them designing our web site. Especially gifts pictures are used to help people to give information about the products in our website.

7. 1. CUSTOMER INTERFACE for wuw.com

8. 1.2. Content Content encompasses all digital information on a website, including, video, images, and text. Offering mix: The offering mix comprises information about gifts and user’s favorite gifts and services including delivery and after sales. Multimedia mix. A mixture of text, audio, images, video and graphics are employed, dependent on the gifts categories and characteristics of gift, also our user’s contributions in the form of photos is important and they also share their ideas about gifs and also propose some gifts in their mind.

9. 1. CUSTOMER INTERFACE for wuw.com Timeliness mix. Data uploaded by users is immediately updated. Appeal mix: The promotional message is emotional. The site offers easy access to a huge gifts database and so a lot of alternatives for all people. Our web-site can be classified as an service-dominant website.

10. 1. CUSTOMER INTERFACE for wuw.com 1.3. Community The five aspects of communities, namely characteristics include member motivation, member participation, interaction tools, and as a result of this process member benefits including mutual influence, shared experiences/ideas, inclusion, need fulfillment are obtained. In our website, users firstly create an account and then they add their friends also they share some information/experiences/ideas and favorite gifts on their account. Therefore their friends see all information, favorite gifts and select gifts for friends which are determined by users. The website offers by community functions in the form of message boards to form a huge community of actors, producers. It can be concluded that our website’s community classification is “strong”.

11. 1. CUSTOMER INTERFACE for wuw.com 1.4. Customization Customization is a website’s ability to present individualized content for each user. It is called personalization when initiated by the user, and tailoring when initiated by the website. Content and layout configuration: Our customer arranges their account in terms colors, layout design and content. Storage: Storage of information, content, search settings, etc. E-mail accounts: Our users (customers) can send and receive e-mail from our website, using a free, unique e-mail address.

12. 1. CUSTOMER INTERFACE for wuw.com 1.5. Communication Communication refers to dialogue between the organization and the user. Our website send personalized messages and registered users can respond by submitting information through live interaction. Broadcast communication (one-way) Mass mailings ( newness about the added products or campaign) FAQs about the using procedure of website is concluded. Content-update reminders (user – specific)

13. 1. CUSTOMER INTERFACE for wuw.com Interactive communication (two-way) Customer service: Through e-mails and live online dialogue (among the site’s members.) For example in birthdays our website send a personalized mail. Also our website presents an service named Agenda that remind special days to our user. User input: User-provided content, user ratings and feedback. In our website a small survey is carried out.

14. 1. CUSTOMER INTERFACE for wuw.com 1.6. Connection In our website some links are related to links provided gifts pictures. Some of the links are in the form of framed links and outsourced content are used on the website. Since it features a combination of self- generated/user-provided content and several links to websites related to gifts database, etc. Our website can be classified as a “hub site”.

15. 1. CUSTOMER INTERFACE for wuw.com 1.7. Commerce Our website will be equipped several commerce features such as Security, Credit Card approval, Delivery options, Registration, Order tracking. So our website has high level commerce’s ability.

16. 1. CUSTOMER INTERFACE for wuw.com Map of 7Cs framework

17. 2.IMPLEMENTATION Organization Chart

18. 2. IMPLEMENTATION Once a company has attracted customers to its website, it must deliver the total customer experience that brand communication has promised. Not only must the customer interface work as expected, but the company must also be able to corectly execute transactions initiated throught the customer interface. SuppliersFunctionCustomers

19. 3. FRAMEWORK FOR IMPLEMENTATION 3.1.Human Assets In our company its important to how human assets available for E-commerce application, How companyöculture available for this special design. Actually, for the all E-commerce application, labour needs to have efficiency for time. Because system parts are really sensitive their outputs. One outputs generally is input for another part. So, Labor efficiency and sensitivity about time will be need our company system.

20. 3. FRAMEWORK FOR IMPLEMENTATION 3.2. Processes Main system process

21. 3.FRAMEWORK FOR IMPLEMENTATION User interface Process(User decision-making) process

22. 3.FRAMEWORK FOR IMPLEMENTATION Delivery Process

23. 3.FRAMEWORK FOR IMPLEMENTATION 3.3. Systems CRM and ERP Database and Servers Supply Chain

24. 3.FRAMEWORK FOR IMPLEMENTATION 3.4. Culture Organizationel culture is the social context that shapes how things get done and the way people work in an organiztion. İt can be defined as the pattern of shared values, beliefs, and assumptions that influence opinions and actions. For our system organizational culture needs to allow E-commerce fort he whole system efficiency. Because our company’s work performance is related with human assets and company culture. According to culture type analyse, our company has external orientation and high specifity, thus we can decide our company has Adaptive culture type. Proactively identifies issues Good at planning and setting goals Responsive to market changes Outcome oriented

25. 3.FRAMEWORK FOR IMPLEMENTATION 3.5. Leadership The quality of leadership affects all aspects of an organization’s performance. Leaders communicate the strategy to stakeholders, including employees, shareholders, suppliers and key customers. Talented leaders rally the organization around a compelling purpose. They ensure that strategy is translated into action plans and performance targets. For our company really imprtant to building a strong managment team for work performance and ability, and time sensitivity.

26. 3.FRAMEWORK FOR IMPLEMENTATION 3.6. Partnership Partnerships tend to vary on two attributes: purpose and strength. On the first attribute partnerships range from strategic to functional. Strategic partnerships are alliances between two companies in which they both invest resources in order to achieve something they couldn t do own by own.Partnership can also be strong, where the two companies are heavily invested, or weak, where the companies have more causial relationship. We can give example our link exchance for strategic-weak partnership. For our delivery merger we can say funtional-strong partnership(outsource).

27. 3.FRAMEWORK FOR IMPLEMENTATION 3.7. Organizatonal structures Just online marketing Single Organizational Structure

28. 4. BRANDING Framework for Marketing Communications

29. 4. BRANDING DIRECT Salesforce Direct Mail Telemarketing Customer Service Representatives PERSONALIZED Personalized permission e-mail Personalized recommendations Personalized advertisements Personalized webpages Personalized e-commerce stores TRADITIONAL MASS MARKETING TV Radio Print Billboards GENERAL APPROACHES Banner ads E-mail Viral marketing Online Transaction Customer Information

30. 4. BRANDING Step of Branding Process (Value Cluster) Step 1: Clearly Define the Brand Audience Target customers include (potentially) any university students, high school students, colleagues, married people, children, business staff. Targeting on special day such as birthday, graduation, circumcision, anniversary, wedding, party, new home or office, christmas etc. Step 2: Understand the Target Customer Anniversaries or some special dates begun getting important everyday All people are working really busy, so our target area expands everyday. Our first targeted customer are young people, because of the ratio of use internet.

31. 4. BRANDING Step 3: Identify Key Leverage Points in Customer Experience Available Price Conditions İndividual user interface Lower delivery time Step 4: Continually Monitor Competitors No existing competitors Possible to arise iterative competitors Following proactive strategy Step 5: Design Compelling and Complete Brand Intent Our company is not just about gift Our design allows social communication on website. Opportunity to see the comment of your friends such as like or dislike Completing own brand intend.

32. 4. BRANDING Step of Branding Process (Integrated Campaign) Step 6: Execute with Integrity The message of the wuw.com brand is trustworthines its express delivery. Step 7: Be Consistent over Time Initial branding message, everytime “what u want” Step 8: Establish Feedback Systems Rigorously tested site and message effectiveness with focus groups. Step 9: Be Opportunistic Establishing wuw.com brand over a number of different media, including Web, Tv, Radio, print, e-mail.

33. 4. BRANDING Step 10: Invest and Be Patient Investing a large percentage of the company budget in sales and marketing activities – patiently waiting to become profitable, even with a market that currently demands profitability.