MAPPING OF CUSTOMER EXPERIENCE TO INCREASE THE CUSTOMER ENGAGEMENT IN CASE OF AN ONLINE BUSINESS WITH RESPECT TO SNAPDEAL.COM.

For over the years, Snapdeal.com is known for its traditional deals website. It is an online market place where Snapdeal.com deals in 3 super categories which are Fashion, Electronics and Home. The company’s website www.snapdeal.com is an online business to customer (B2C) model for shopping. Through Snapdeal.com customers can purchase large variety of products online, at reasonable prices with new offers available every day.

This project describes the existing layout/interface of Snapdeal’s website and its merchandising properties. This project works toward recommendations which can improve the Snapdeal’s brand image from only deals website to fashionable website.

This project is based on recommendations for mapping the customer experience to increase customer engagement for an online business with respect to Snapdeal.com. Recommendations for making Snapdeal’s website more fashionable by way of adding or removing website merchandising properties and increasing visual appeal of the website to increase the traffic, visits, conversions and GSV.

To increase the customer experience on ecommerce platform, research of various ecommerce websites only national websites was done in order to understand the various visual merchandising strategies being used by competitors. After competitor mapping, research was conducted to analyse in depth the customer engagement strategies and merchandising strategies of ecommerce websites and creating recommendations to improve customer experience, which is the main reason for this project.

Along with the analysis, research was also conducted on navigation structure and website page structure and online reputation management which will thereby lead to a successful customer engagement.