The Guide to Customer Experience for Marketplaces
Learn why customer experience needs to come first for marketplaces and how the right approach can help support teams move from a cost-center model to value-adding.
“Marketplace businesses can be messy, and every gain is hard earned. After all, you’re dealing with an ecosystem of participants – buyers and sellers – that’s constantly in flux, their needs and desires changing over time.”
– Jonathan Golden, Former Director of Product at Airbnb
Marketplaces cannot survive without delivering an efficient, value adding customer experience. But while providing a great customer experience drives both supply and demand, for marketplaces it comes with it’s own unique set of challenges.
How to manage your marketplace customer experience
The three pillars of support for marketplaces
What metrics can help you understand the impact of experience