Getting Customer Experience Right in the Marketplace Environment



A good hockey player plays where the puck is. A great hockey player plays where the puck is going to be.”

Those words were spoken by hockey legend Wayne Gretzky. As a lifelong fan of the sport, I can’t think of a better quote to demonstrate why leading retailers are building market share through online marketplaces driven by third-party fulfillment technology.

Two decades in the e-commerce business give me unique insight into the changing retail landscape. Customers want more choices at lower prices, faster delivery times and bulletproof service. They can shop, buy and check the status of their orders on their mobile devices, anywhere and anytime. With a few swipes of their fingers, they can access countless product reviews. If a retailer doesn’t carry a product, consumers can find it elsewhere in seconds.

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