Abstract
LeShop.ch is the first online grocery retailer in Switzerland. It has been on the market since 1998. Until the end of 2003, its majority shareholder was the Bon appétit Group with 33% of the shares. This major Swiss wholesaler, decided in December 2002 to close down it's business. However, by a solidarity movement, LeShop.ch has been saved by a group of private investors. In September 2003, the first online grocery store, created an exclusive partnership with Migros, the largest supermarket chain in Switzerland. Nowadays, this partnership allows LeShop.ch to offer more than 12,000 products online and has an average of 2000 purchases per day. In addition, LeShop.ch offers not only grocery products, but a wide range of non-food products such as wellness products, home entertainment, perfumery, toys, flowers, cigarettes, wines and spirits, jewelry, Do it +Garden, electronics, and sports equipment. This assignment has two distinctive parts. The first part will provide information and analysis of the e-grocers industry and LeShop.ch itself. In the second part, we will emphasize our analysis in creating new customer service for LeShop.ch such as the implementation of a standing order system, enhancing their website with web 2.0 and creating new applications for customers. Finally, after having made our recommendations, we will draw conclusions on how to improve customer satisfaction and services.
