Digital Merchandising
Omni-Channel Customer Experience
Expanding Omni-Channel Impact to Amazon, Walmart, Target, and Beyond
Consistent Brand Messaging
Consumer Insights
Cross Promotion & Retargeting
Consistent Customer Service
Learn from Us
Omni-Channel Approach for Marketplace
Unified Brand Presence
Unified Brand Presence
In an increasingly competitive digital and retail landscape, a consistent consumer experience is more important than ever. Too often, a brand’s presentation on Amazon and other marketplaces differs wildly from other, more controlled channels. With submissions to content and marketing coming from multiple sources, often uncontrolled by the brand, it’s no wonder that many omni-channel marketing plans die when the consumer arrives on a marketplace site.
Brandwoven understands this pain, and as an agency built by a team with extensive brand-side expertise, curating a marketplace environment that matches and enhances the consumer experience desired by the brand is core to our service offerings. Although there are many things that can’t be controlled on Amazon and other marketplaces, the data, product pages, customer service experience, and shopping experience we can create ties seamlessly into any brand’s omni-channel approach.
Consistent Customer Service
Consistent Customer Service
Most major marketplaces like Amazon, Walmart, and Target have generous customer service policies related to returns and shipping speeds. But what happens when a customer has a product question or a problem the algorithm on marketplace doesn’t solve? In these instances, brands must take charge of the buying and post-purchase experience, assuring the consumer receives the same level of service and attention regardless of where they purchase.
For these reasons, Brandwoven has developed capabilities to manage customer service in partnership with our brands, assuring the consumer receives a high level of customer service throughout the purchase and post-purchase process. We also work with brands to engage with product pages targeted at pre-purchase consumers, answering common questions accurately, and in the same tone and voice the consumer would receive from the brand’s D2C site.
As human interaction decreases for most consumers, let Brandwoven assure consumers receive the same authentic and dedicated customer service regardless of where they purchase.
Accurate and Compelling Product Pages
Accurate and Compelling Product Pages
Most brands know that around 50% of all product searches are starting on Amazon. With so much traffic driving to marketplace sites, most consumers are interacting with a brand or product more on marketplace than any other location. While millions are spent on D2C sites every year, marketplace often receives little attention.
With so much on the line, work with Brandwoven to assure consumers are seeing, feeling, and understanding your brand on marketplace – just like they do on your own site. Marketplace can be another touch for omni-channel marketing with listing images, product descriptions, titles, and A+ Content being an extension of your brand and product messages. Whether creating new content with our in-house creative team or using our catalog management services to audit and fix your product presentation on site, Brandwoven can assure the continuity of your brand across platforms.
Frequently Asked Questions
So you can fully integrate marketplace into my omni-channel strategy?
We are, of course, subject to the unique limitations of Amazon, Walmart, or any other marketplace we manage, but we can make significant strides into incorporating marketplace into your omni-channel efforts.
What can’t be integrated into a typical omni-channel plan?
No marketplace provides enough data to truly see a full consumer journey, and each marketplace holds certain limitations around direct customer interactions. For instance, Amazon won’t let you send a web address in any email drip campaigns. But subject to these limitations, marketplace can be leveraged in a way that contributes to omni-channel strategy.
Where are brands falling short in using marketplace capabilities to drive omni-channel experiences?
By far the greatest opportunity and often a miss is around content and brand representation. We talk to brands spending 7 figures annually on a website yet nothing to assure Amazon PDPs are telling the same story, despite Amazon having as much or more traffic as the D2C site. Our retail world is shrinking, so assuring every consumer touch bleeds your brand message is key to omni-channel execution.
Learn More about Brandwoven's Expertise
