Chapter 4: Creating your platform
Building an ecosystem If you create your own ecosystem, and you start having sellers
that tell you, I m more happy with you than with Amazon , you
have a way to start protecting your business and expanding into
a new world. And that s really something fundamental.
To be successful in doing that, you have to question yourself:
What should I offer to my customer: what he wants, or
what I want him to want? Today s world requires being
customer-centric. There is a shift away from trying to prescribe
exactly what your customer wants, and offering them the
opportunity to tell you what they want from a much broader
assortment. This shift upends our traditional understanding of
merchandising and the value of product curation. But it doesn t
replace that it only adds to it. The marketplace model allows
you to use a platform to quickly onboard sellers and increase
assortment, drastically improving your offering and giving
your customers more options. To sell more, you need to first
offer more. The impact of having an expanded assortment on
the quality of your customer experience is extremely high, and
starts to propel the network effect bringing more and more
new customers to your brand.
Every statistic shows that the ability to provide great customer
experience has immediate impact on repeat business and the
ability to grow your business.