Noordhoff Uitgevers

Digital Marketing Fundamentals - 1st edition 2018


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