Chapter 2: The Platform Revolution is here
Becoming a best-in-class
Offer an exceptional customer experience
Whether it s the navigation, payment options, delivery options,
or the quality of the product data in the catalogs, all this is
about creating a great customer experience in a platform
context. The customer experience goes beyond the look
and feel of the digital commerce site; it includes emotional
elements such as the right assortment of goods and services.
Build great matching between sellers and customers
A critical role of any platform operator is to create great
matching between sellers and customers. You need to find the
right sellers, put together the right offer, and ultimately, the
relationship with the participants in the ecosystem.
Collaborate with your partners
When creating an ecosystem, the relationships you have
with other entities change. It is no longer a you buy this
from me and sell it to someone else type of relationship. It
is a collaborative situation that requires a different approach
to relationship management. For example, a retail platform
operator will help its sellers as they try to please customers,
rather than simply connecting the sellers with buying and
then walking away.