know your customer – a simple philosophy but a complex execution by gopal pillai at etailing india...
TRANSCRIPT
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Knowing Your Customers –
Easy Philosophy, Complex Execution
Gopal Pillai
Amazon
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Customer Obsession : Working Backwards.
“We do not focus on the competitors. We start from the customers and then work backwards”
- Jeff Bezos
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Mission
To become the
Earth’s most
customer centric
company.
ValueSelection Convenience
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Customers
ConsumersDevelopers
Authors Sellers
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Customers
Developers
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So, what is
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INSIGHTSANALYTICS
ANECDOTES
VOC
RESEARCH
GAP MEASUREMENTINNOVATION
QUALITATIVE
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PR FAQ ANECDOTES DATA
The Amazon Way
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Se
lle
rs a
s C
us
tom
ers
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Seller Lifecycle
OfflineRetailers
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Seller Lifecycle
OfflineRetailers
Registered
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HELPLINEA dedicated registration and launch assistance helpline – 1800-419-7355
ATES
SPN
2400+ Amazon trained professionals across 39 cities who have successfully served 21000+ sellers till date
A wide network of 376 providersacross 76 cities who have successfully serviced more than 150000+ sellers till date.
Seller Lifecycle
OfflineRetailers
Registered
LaunchAssistance
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Seller Lifecycle
OfflineRetailers
Registered
LaunchAssistance
ManagingBusiness
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- Fulfillment
by Amazon
27 Fulfilment
Centers
7.5 MM Cubic
Feet of
warehousing
space
Seller Lifecycle
OfflineRetailers
Registered
LaunchAssistance
ManagingBusiness
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Seller Lifecycle
OfflineRetailers
Registered
LaunchAssistance
ManagingBusiness
- Amazon Easy
Ship
19000+ Pin
Codes
Served
across
262 cities
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Seller Lifecycle
OfflineRetailers
Registered
LaunchAssistance
ManagingBusiness
- Amazon
Seller
Support
Available in
5 languages:
Hindi
English
Kannada
Tamil
Telugu
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Seller Lifecycle
OfflineRetailers
Registered
LaunchAssistance
ManagingBusiness
- Amazon
Seller
University
600+ videos
in 5
languages
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Account Management
Seller Lifecycle
OfflineRetailers
Registered
LaunchAssistance
ManagingBusiness
Business Growth
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CS as a Service
Seller Lifecycle
OfflineRetailers
Registered
LaunchAssistance
ManagingBusiness
Business Growth
CustomerService
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Seller Lifecycle
OfflineRetailers
Registered
LaunchAssistance
ManagingBusiness
Business Growth
CustomerService
Engaged
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#RealAmazonStories
With all these, we have seen real transformations:
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…And achieve milestones on the way
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100 MM Productsacross 100s ofcategories
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2 MM ProductsAvailable for nextDay delivery
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Added 1,80,000Products/dayIn 2016
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From 100 sellers to
150K + Sellers
selling their
Products across
the country and
18k+ sellers selling
their products
globally
Through Amazon
in 2 years
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1CRORE
CLUB
2015
2016
167% and
growing
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“As a manufacturer of Textile products, till date our company had been selling the printed bed-sheets to B2B wholesalers & exporters in India who further sell our products as Tapestries & Wall Hangings to importers & retailers in US & Europe. Till date, we did not have chance to retail our products as our end-customers were majorly in markets abroad and we had no direct reach” – Hemant Khatri
Customer
Insight
Key Challenges:
Warehousing? Logistics? Payments? Marketing?
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Warehousing? Logistics? Payments? Marketing?
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Warehousing? Logistics? Payments? Marketing?
GLOBAL EASY SHIPPROGRAM
SpecialMake in India
storefront
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CODLive
Tracking
Return
Pick up
Seller Challenges
No Time/
experience
to manage shipping
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Pick-up
Shipping
Timely Delivery
24*7 customer support
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High Lead Time to Launch
How to reduce time?
Imaging capability needed
Leverage SPN Services
• 90 Cities covered• 50K+ Sellers reached• 3.6 K+ seller launches
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2015The future
Online ShoppersIndia has close to 25 MM Online Shoppers
and is growing at an
estimated 30% CAGR.
Unprecedented
GrowthThe E-commerce market
in India is expected to
grow by 300% from 30
billion to 120 billion by
2020
Internet PenetrationBy 2020 India is expected
to be the 2nd largest internet base in the world
With 673 MM internet users
mobile penetrationWith 594 million unique
mobile users India has 46% mobile penetration
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Invent at Scale
Once in a Lifetime Opportunity…..
OVER A BILLION LIVES
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It’s Still
Day 1
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It’s Still
1Minute