Know Your Customer – A Simple Philosophy But A Complex Execution by Gopal Pillai at eTailing India Expo'17
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Know Your Customer – A Simple Philosophy But A Complex Execution by Gopal Pillai at eTailing India Expo'17
- 1. Knowing Your Customers – Easy Philosophy, Complex Execution Gopal Pillai Amazon
- 2. Customer Obsession : Working Backwards. “We do not focus on the competitors. We start from the customers and then work backwards” - Jeff Bezos
- 3. Mission To become the Earth’s most customer centric company. ValueSelection Convenience
- 7. So, what is
- 13. HELPLINE A 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 providers across 76 cities who have successfully serviced more than 150000+ sellers till date. Seller Lifecycle Offline Retailers Registered Launch Assistance
- 15. - Fulfillment by Amazon 27 Fulfilment Centers 7.5 MM Cubic Feet of warehousing space Seller Lifecycle Offline Retailers Registered Launch Assistance Managing Business
- 16. Seller Lifecycle Offline Retailers Registered Launch Assistance Managing Business - Amazon Easy Ship 19000+ Pin Codes Served across 262 cities
- 17. Seller Lifecycle Offline Retailers Registered Launch Assistance Managing Business - Amazon Seller Support Available in 5 languages: Hindi English Kannada Tamil Telugu
- 18. Seller Lifecycle Offline Retailers Registered Launch Assistance Managing Business - Amazon Seller University 600+ videos in 5 languages
- 20. CS as a Service Seller Lifecycle Offline Retailers Registered Launch Assistance Managing Business Business Growth Customer Service
- 22. #RealAmazonStories With all these, we have seen real transformations:
- 23. …And achieve milestones on the way
- 24. 100 MM Products across 100s of categories
- 25. 2 MM Products Available for next Day delivery
- 27. From 100 sellers to 150K + Sellers selling their Products across the country and 18k+ sellers selling their products globally Through Amazon in 2 years
- 30. “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?
- 31. Warehousing? Logistics? Payments? Marketing?
- 32. Warehousing? Logistics? Payments? Marketing? GLOBAL EASY SHIP PROGRAM Special Make in India storefront
- 33. COD Live Tracking Return Pick up Seller Challenges No Time/ experience to manage shipping
- 35. 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
- 37. Sell on Amazon
- 38. 2015 The future Online Shoppers India has close to 25 MM Online Shoppers and is growing at an estimated 30% CAGR. Unprecedented Growth The E-commerce market in India is expected to grow by 300% from 30 billion to 120 billion by 2020 Internet Penetration By 2020 India is expected to be the 2nd largest internet base in the world With 673 MM internet users mobile penetration With 594 million unique mobile users India has 46% mobile penetration
- 39. Invent at Scale Once in a Lifetime Opportunity….. OVER A BILLION LIVES
- 40. It’s Still Day 1