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Chapter 8. Case Studies > Case Study 2: hpshopping.com—Improving Customer Conve...

Case Study 2: hpshopping.com—Improving Customer Convenience

hpshopping.com—a subsidiary of Hewlett-Packard Company—is an online retailer that offers the complete line of more than 500 Hewlett-Packard personal and home office products such as PCs, digital cameras, DeskJet and LaserJet printers, all-in-ones, and printing supplies and accessories. A primary customer value proposition for this online retailer is to provide a superior customer experience through personalized solutions. hpshopping.com also guarantees a safe online shopping environment with secure purchasing transactions and privacy policies for its customers. As a result of its customer-centered approach, it has been the recipient of four consecutive Web Awards and has been named “Computer Retailer Web Site of the Year” by the Web Marketing Association.

The Internet is a dynamic environment, and hpshopping.com includes continual customer convenience improvement as part of its routine processes. This case study describes four programs that demonstrate how hpshopping.com applied a customer-centric approach in its website design evolution to improve the customer experience.


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