[Step by Step] How Can Brands Compete with Amazon? (feat. Adam Gardner)
Future Commerce · with Adam Gardner · April 5, 2021 · 41 min
Summary
To compete with Amazon, DTC brands must meet heightened customer expectations across the entire purchase journey, especially post-purchase. This episode highlights how independent brands can leverage technology to deliver Amazon-level experiences in shipping, tracking, and returns, turning potential pain points into opportunities for customer loyalty and brand differentiation.
Key takeaways
Focus on the post-purchase experience as a critical driver of brand loyalty; 98% of customers say shipping impacts their loyalty, and 94% blame the retailer for poor delivery experiences, regardless of carrier fault.
Implement solutions like shipping protection (e.g., Route) to cover lost, damaged, or stolen packages, offering customers peace of mind and reducing brand liability.
Utilize universal tracking apps (e.g., Route app) to provide a co-branded, aggregated view of all customer orders, enhancing transparency and satisfaction beyond generic carrier updates.
Recognize that Amazon has set a high bar for customer expectations; successful DTC strategy involves not tearing down Amazon, but learning from and matching their operational excellence in areas like fulfillment and customer service.
Even small to medium-sized businesses and Shopify brands can deliver an 'Amazon-level experience' by focusing on continuous improvement throughout the customer journey, from purchase consideration to returns.
Amazon continues to raise the bar of consumer expectations and in this season of Step by Step, we ask the question: “how can brands compete with Amazon?” Okay, the real question here is “how can brands compete with the continual rising customer expectations that Amazon perpetuates while keeping everyone happy and not going bankrupt,” but that doesn’t fit on a bumper sticker. Small and medium businesses, never fear, because this season we’re giving you the tools to stay profitable while delivering the Amazon-level experience at every part of the customer journey.
What does this episode say about amazon & marketplaces?
Focus on the post-purchase experience as a critical driver of brand loyalty; 98% of customers say shipping impacts their loyalty, and 94% blame the retailer for poor delivery experiences, regardless of carrier fault.
What does this episode say about dtc strategy?
Implement solutions like shipping protection (e.g., Route) to cover lost, damaged, or stolen packages, offering customers peace of mind and reducing brand liability.
What does this episode say about customer retention?
Utilize universal tracking apps (e.g., Route app) to provide a co-branded, aggregated view of all customer orders, enhancing transparency and satisfaction beyond generic carrier updates.
What does this episode say about amazon & marketplaces?
Recognize that Amazon has set a high bar for customer expectations; successful DTC strategy involves not tearing down Amazon, but learning from and matching their operational excellence in areas like fulfillment and customer service.
What does this episode say about amazon & marketplaces?
Even small to medium-sized businesses and Shopify brands can deliver an 'Amazon-level experience' by focusing on continuous improvement throughout the customer journey, from purchase consideration to returns.
