Eday 2014 - Zero effort commerce door eBay/Marktplaats

Organizing for the future of Zero Effort Commerce

an eBay perspective by Joep Hutschemakers Marktplaats Zakelijk

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ENABLING (END2END) COMMERCE eBay’s mission

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ZERO EFFORT COMMERCE eBay’s vision

“…a future in which commerce intelligently happens automatically through our smart devices. ZEC will anticipate your shopping needs and act upon them….” Steve Yankovich

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ENABLING (END2END) COMMERCE

DATA Creating personalization & inspiration

PAYMENTS Enabling transactions

anywhere

OMNICHANNEL OPTIMALISATION

Creating an unified user experience

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“..Consumers want experiences that are not intrusive but inspiring, experiences that don’t dictate but guide and assist, in ways that feel authentic and natural…” “…WE WANT TO MAKE MOMENTS OF INSPIRATION INSTANTLY SHOPPABLE. …” Devin Wenig

President Ebay Marketplaces

Enabling end 2 end commerce:

OMNICHANNEL OPTIMISATION

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TAKING DOWN THE BARRIERS

•  In store, online, cross commerce, mobile, local, etc, eBay is aiming at facilitating seamless omnichannel experiences: Not online or offline. Just shopping, anytime, anywhere

•  Mobile is the big driver, local is key

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CONNECTING ONLINE TO OFFLINE PhiSix

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CONNECTING ONLINE TO OFFLINE RedLaser

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CONNECTING OFFLINE TO ONLINE - Local Milo

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CONNECTING ONLINE TO OFFLINE Ebay Now

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CONNECTING ONLINE TO OFFLINE Connected Glass

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MANAGING CUSTOMER EXPECTATIONS:

Smartphone take off

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Where “innovation” is the new standard

paper

multichannel

There is already a mobile only generation

web mobile ✔

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Social is the new local

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Visual storytelling tramples the wall of text

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Notifications are the new email

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Relevancy is crowd/expert sourced

“90% of customers trust recommendations from other customers”.

2009 Nielsen study

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Personal is 1device = 1 person

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Context shapes around where you are you do not look for it, it finds you location is not a filter any more

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ORGANIZING FOR FUTURE OF ZERO EFFORT COMMERCE

DATA Creating personalization & inspiration

PAYMENTS Enabling transactions

anywhere

OMNICHANNEL OPTIMALISATION

Creating an unified user experience

Zero Effort Commerce So Easy… Toddler Buys Car On eBay: 14-Month-Old Sorella Stoute Uses Dad’s Smartphone App To Bid

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Thank  you!    Contact:  Joep  Hutschemakers  jhutschemakers@marktplaats.nl