Becoming 'customer obsessed' and adhering to three key value-points is essential to succeed in marketplaces, an Amazon executive told the New Retail 19 conference.
With the growth of e-commerce, retailers are under increasing pressure to provide customers with an unparalleled customer experience, Fabio Bertola, head of seller services at Amazon Web Services told the audience on Monday.
Marketplaces give retailers an opportunity to provide this seamless service at various touchpoints while creating a new revenue stream and growing retailers’ customer base.
Retailers can access customers at multiple times during their shopping journey through marketplaces, Mr Bertola said, without the need for costly upfront investment in web infrastructure or fulfilment.
For a successful marketplace strategy, it is essential that retailers become “customer obsessed” and connect with customers at every part of their journey.
This means “always trying to invent something on behalf of the customer,” he said.
Three Pillars to Success
Amazon measures its success according to three key pillars of success and it is these three pillars that retailers should use to steer their success in marketplaces, according to Mr Bertola. More