Study On The Simulation And Optimization Of Customer Experience In Traditional Retail Industry Taking O2O Business Model

In the background of the rapid development of e-commerce, e-business transformation has become an inevitable trend for increasingly depressed traditional retail industry. Many enterprises began a transformation to the O2O business model. However, the business only stayed on the surface since the lack of in-depth understanding for020business model. Then the improvement of customer experience for O2O model which was essential for the transformation was not obvious enough. It was the key to win customer satisfaction and loyalty as well as the key to the form the core competitiveness, to win the profits and get sustainable development. To solve the existing problems in the research background, this paper made clear what is020business model, and how to promote customer experience level for the traditional retail taking020model effectively. The following research was made:First of all, analysis to020business model in detail was given based on the study of literature especially the business model elements theory, description to the business processes of the O2O model from simple to complex was made according to the fragmentation degree of commodity and the behavior of consumer. Analysis of the020business model not only provided a theoretical reference for the enterprises to know020, but also laid the theoretical foundation for the follow-up study.Secondly, aiming at how to fast and more effectively improve customer experience level for traditional retail taking020model, following practice was made: Firstly, customer experience index weight was obtained by means of the Improved Order Relation Method based on the analysis of customer experience under O2O model, then a dynamic model of customer experience for the traditional retail taking O2O business model was built using system dynamics methodology, and optimization scheme to improve customer experience level effectively was proposed combining with the case of empirical analysis.The research on the020business model and the customer experience of traditional retail taking020business model, not only enrich the theory research of020e-commerce, but also provide traditional retail taking020business model with significance optimization scheme in improving customer experience level.