Guilty Until Proven Innocent: Life as a Merchant on Tmall
Alibaba maintains a much closer relationship with merchants than any #marketplace in the West.
Each category is similar to a tight knit community with merchants closely connected to #Tmall category managers.
#Alibaba also invests heavily into its merchants.
But make no mistake - Alibaba got to be #1 by making it very clear that the end #consumer is king. The games, content, livestreams, integrated experiences — everything was explicitly built with the end consumer in mind.
Just try getting a #complaint from a customer. You are immediately #guilty until proven #innocent. The platform will side with the #customer and you are on a timer to #defend your case.
Your speed and ability to deal with the situation impacts your store’s #rating. This means your search rankings are affected. Worst of all, it can bar you from entering major events.
When it comes to complaints and negative #reviews ...
Alibaba is ruthless. The system is set up so that #merchants MUST do everything to make customers happy.
Alibaba is ruthless. The system is set up so that #merchants MUST do everything to make customers happy.
To be #successful, you must make sure your customer service team is properly trained and well equipped to deal with unhappy customers.