Digital Marketing Fundamentals - 1st edition 2018
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NFC chip
Chip for near field communication that enables, amongst other things, contactless payments in shops.
Non-personal delivery
Basic model for distribution where the product can be put in the mailbox, picked up in a physical store or at a collection point.
Omnichannel distribution
Distribution model in which all distribution channels seamlessly connect.
Order confirmation
A message that the customer receives following the completion and correct receipt of an order.
Order handling
Receiving and approving orders, shipping the ordered goods on time and collecting payments.
Order picking
Collecting goods that have been ordered online in a distribution centre or warehouse.
Payment service provider
PSP. A company that manages the processing of online and offline payments for entrepreneurs.
Peer-to-peer
Direct payment or sale from one consumer to another.
Personal delivery
Basic model for distribution where the product is personally received by the customer.
Phishing
A form of internet fraud where cyber criminals try to steal confidential information, such as login data, by pretending to be a reliable organisation, for example a bank.
Pick up
Delivery option for an online order that allows the customer to pick up the product personally in a store or at a logistical service provider's collection point.
Pick-up points
Physical locations where customers can pick up their online order.
Preparation for shipping
Gathering the item(s) that were ordered in the online shop (‘order picking’), packing them and issuing them with a shipping label.
PSP
Payment service provider. A company that handles the processing of online and offline payments for entrepreneurs.
Returns
Orders that have been sent back or were unable to be delivered.
Service
Providing assistance, maintenance or engaging in other activities for the benefit of a prospect or customer.
Service counter
Traditional and personal form of service, where the customer has the opportunity to visit a supplier in person.
Service differentiation
Adapting the service to the target audience, or even better to the individual, as well as to the product or service that is provided.
Shipment
Sending an order to the customer.
Social payments
A direct payment via social media.
Social service
Customer service via social media. Also referred to as: social care.
Stock management
Management of ordering and storing goods with the aim of the demand being met without unnecessary loss of time or costs.
Synergy
The result of a process in which the combination of parts yields more than the sum of the parts, in this case, where online and offline distribution together yields more than the sum of the channels alone.
Track & trace
Viewing the status of an order and monitoring the progress of the delivery process.
Vertical integration
The inclusion of a preceding or successive step from the business chain into the business process.
Virtual assistant
Application that can take over the role of a customer advisor using language technology. Also referred to as: chatbot.
Voice of the customer
To build up knowledge about the expectations, preferences and aversions of customers by actively involving them in the development, sharing and distribution of relevant information.
Wallets
A service that allows users to store and manage the data they use for online purchases in a central location.
Webcare
Monitoring the web for quandries and questions from customers or other stakeholders and responding to them.
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