This week Adam and Ben capture their conversation at the 2020 Netrush Summit to share on the podcast. The Netrush Summit is an annual event designed for premium consumer brands, hyper-focused on the shifting retail landscape.

They discuss how for the new digital customer today, their relationship with a brand is primarily a digital relationship. They talk about how acknowledging that has become the central theme.

Leveraging Ben’s experience from his time at Amazon, they go deep into the discussion of the online marketplace, a website or app that facilitates shopping from many different sources. Ben shares what he thinks about marketplaces and the role they play with the customer relationship.

Learn why and how marketplaces work for both the consumer and the business connected to the marketplace. How marketplaces like Amazon are often the beginning of the customer experience - an onboarding experience to a brand.

Ben shares some examples of ways brands can help shape the holistic customer experience when they start out on a marketplace.

Regarding the customer relationship in a world of marketplaces - Ben and Adam discuss what are the most important aspects of building a digital customer relationship, both from a standpoint of the brand’s role and from the impact of available data.