The 3 Tmall Metrics That Every Brand Needs to Know

Rachel Olsen

September 15, 2022

If you’re interested in expanding your brand internationally, you’re probably familiar with Tmall. Tmall is Asia-Pacific’s (APAC) largest marketplace, and indisputably the biggest ecommerce powerhouse in the world. It represents a huge opportunity for many brands, but entering the space is also a big challenge to take on.

At Pattern, we recommend brands looking to enter international markets should first focus on dialing in their domestic presence. Once you’re satisfied that your brand is well-represented and optimized locally, you’re ready to think about tackling new regions, like APAC, and launching on marketplaces like Tmall. Our top advice for entering Tmall is to understand and strategize around its three most important metrics: service, delivery, and content.

What is Tmall’s Detailed Seller Rating (DSR)?

Service, delivery, and content ratings are the three elements that make up Tmall’s Detailed Seller Rating (DSR) score. Each component is scored on a scale of 1-5 that is displayed publicly on your brand’s Tmall flagship store page. This is meant to help consumers decide whether or not to purchase your products.

Why DSR Determines Success on Tmall

DSR scores are important because they’re highly influential in driving conversions—customers see DSRs as a way to quickly understand if a brand is trustworthy and worth buying from. They also matter quite a bit to Tmall itself—they monitor these scores and will take action to close flagship stores with low scores.

Let’s go over each element of the DSR score and some steps you’ll need to take to achieve high ratings.

DSR Score Elements

1. Service

Service is a huge ecommerce component in APAC marketplaces. In most other regions, product listings are static, and consumers use content and reviews to make a decision about what to purchase. On Tmall, consumers want to interact with your brand and test its validity before buying—each transaction takes at least one human interaction to convert.

So, to get a great service rating, you’ll need to have a large, established customer service team dedicated to Tmall sales that can offer real, human touchpoints and very fast response times. To get an idea of the speed your agents should be capable of producing, in our Tmall benchmarking exercise, 92.5% of brands’ customer service agents replied to queries via live chat within 30 seconds, 5% replied within one minute and the remaining 2.5% of brands took longer than a minute. So, look for a Trade Partner (TP) that has enough resources to compete with those numbers, support your sales, and maintain a good DSR score.

2. Delivery

Another thing you’ll really want to focus on is a high-quality delivery experience for consumers. As in other regions around the world, Tmall consumers have high expectations for their delivery experience. In our Chinese consumer polling report that targeted consumers buying from Tmall Global, we found that 6% expected same-day delivery, 15% expected next-day delivery, and 46% expected 2-5 day delivery.They want to receive their products fast and they want the products to be undamaged and pristine upon arrival.

So, to achieve a high score for your delivery capabilities, we highly recommend partnering with a TP or ecommerce accelerator like Pattern (which serves as a TP) who has the ability to facilitate your distribution. Make sure your TP has the right infrastructure in place to support high-quality logistics experiences for all of your consumers—they should have an established, well-oiled delivery process in place and the capability to fluidly add you to their current fulfillment system.

3. Content

As in every digital marketplace, content is a huge component of the decision-making process for consumers on Tmall—they can’t touch your product with their hands or see it in person before buying, so it’s important they’re empowered to make a good decision on whether or not to purchase based on the videos, images, and copy.

The goal is to make all of the content and relevant information on your flagship site easily-accessible—consumers should be able to visit your page and make a decision about whether or not to buy without navigating to a new site/page and taking their conversions with them. Images with text and extensive product details are a great way to do this, as well as making sure your service team can speak to all aspects of your product with any consumers (via text or chat).

Expand Internationally With Pattern

As the world’s foremost brand partner for ecommerce acceleration, Pattern truly understands the significance of international expansion. With regional offices around the world, Pattern knows how to successfully launch and grow brands on Tmall and other marketplaces, with the data, insights, and marketplace intelligence to build the metrics that matter. 

It’s important to have a fantastic brand presence, a knowledgeable guide, and a clear go-forward strategy for your best chance at success. With our in-country resources, expert teams, and extensive experience in growing brands around the globe, Pattern can help you get there.

Set up a call to get your international expansion strategy in motion.

Explore Our Ecommerce Resource Library

Find relevant content to accelerate your ecommerce business. Stay on top of industry trends and best practices.

Sept 29, 2022

How Global Soccer Scores with U.S. Shoppers

**How Soccer Leagues & FIFA World Cup Influence U.S. Consumer Demand** In this analysis, Pattern evaluates changes in U.S. consumer demand for soccer products. This report will help uncover: * When are soccer products in highest demand in the U.S.? * Major League Soccer vs. English Football League * Does the FIFA Club World Cup influence consumer demand? * Do FIFA World Cup group announcements impact consumer demand? * Which soccer player jerseys are the most popular among U.S. consumers? * North American players * South American players * European players * How ecommerce retailers can prepare for the World Cup and more The [FIFA World Cup](https://www.fifa.com/tournaments/mens/worldcup/qatar2022) is hosted every four years, and the next tournament will kick off on November 20, 2022. With soccer top-of-mind for many consumers, we thought it would be a great opportunity to evaluate how consumer demand is impacted by soccer events in the U.S., Europe, and globally. To help ecommerce retailers and social media strategists better meet their consumers’ preferences, we also analyzed which player jerseys were the most popular among U.S. Amazon shoppers. **When are Soccer Products in Highest Demand in the U.S.?** Unsurprisingly, consumer demand for soccer products appears to be highest when league-specific events are in play. What is interesting to note, however, is which leagues have the strongest influence on consumer demand. Despite what one may believe, it isn’t North American activity that drives the most demand for U.S. shoppers. **Major League Soccer vs. English Football League** In the U.S., Major League Soccer is the official league for soccer players. Similarly, the English Football League is the official league in the United Kingdom. When comparing change in U.S. consumer demand month over month from 2019 – 2022, we found some noteworthy behaviors. As can be seen in the 2019, 2020, and 2021 charts below, there are moderate increases in consumer demand for soccer balls and jerseys when the Major League Soccer season starts across all years: <iframe title="Change in U.S. Consumer Demand for Soccer Products in 2019" aria-label="Interactive line chart" id="datawrapper-chart-Y5KoK" src="https://datawrapper.dwcdn.net/Y5KoK/3/" scrolling="no" frameborder="0" style="width: 0; min-width: 100% !important; border: none;" height="400"></iframe><script type="text/javascript">!function(){"use strict";window.addEventListener("message",(function(e){if(void 0!==e.data["datawrapper-height"]){var t=document.querySelectorAll("iframe");for(var a in e.data["datawrapper-height"])for(var r=0;r<t.length;r++){if(t[r].contentWindow===e.source)t[r].style.height=e.data["datawrapper-height"][a]+"px"}}}))}(); </script> At the start of the Major League Soccer season in 2019, demand for soccer cleats rose by 43%, demand for soccer balls rose by 38%, and demand for soccer jerseys rose by 28% compared to the month prior. <iframe title="Change in U.S. Consumer Demand for Soccer Products in 2020" aria-label="Interactive line chart" id="datawrapper-chart-byv7E" src="https://datawrapper.dwcdn.net/byv7E/1/" scrolling="no" frameborder="0" style="width: 0; min-width: 100% !important; border: none;" height="400"></iframe><script type="text/javascript">!function(){"use strict";window.addEventListener("message",(function(e){if(void 0!==e.data["datawrapper-height"]){var t=document.querySelectorAll("iframe");for(var a in e.data["datawrapper-height"])for(var r=0;r<t.length;r++){if(t[r].contentWindow===e.source)t[r].style.height=e.data["datawrapper-height"][a]+"px"}}}))}(); </script> Again, at the beginning of the Major League Soccer season in 2020, demand for soccer balls rose by 28%. During this same period, however, interest in soccer cleats and soccer jerseys fell by 46% and 38%, respectively. This is likely due to the fact that the Major League Soccer season’s 2020 start date nearly coincided with the formal announcement of the COVID-19 pandemic. <iframe title="Change in U.S. Consumer Demand for Soccer Products in 2021" aria-label="Interactive line chart" id="datawrapper-chart-cBDJT" src="https://datawrapper.dwcdn.net/cBDJT/4/" scrolling="no" frameborder="0" style="width: 0; min-width: 100% !important; border: none;" height="400"></iframe><script type="text/javascript">!function(){"use strict";window.addEventListener("message",(function(e){if(void 0!==e.data["datawrapper-height"]){var t=document.querySelectorAll("iframe");for(var a in e.data["datawrapper-height"])for(var r=0;r<t.length;r++){if(t[r].contentWindow===e.source)t[r].style.height=e.data["datawrapper-height"][a]+"px"}}}))}(); </script> In 2021, the start of the Major League Soccer season in the U.S. saw a 46% increase in demand for soccer balls and 16% increase in demand for soccer jerseys. However, demand for soccer cleats fell by 24% during this same period. While moderate changes can be observed each year at the start of the Major League Soccer season, even more significant increases can be seen when the English Football League season commences. Here’s how consumer demand was impacted across all three years at the start of the English Foot League season: * **2019:** 47% increase in demand for soccer cleats; 0% increase in demand for soccer balls; 10% decrease in demand for soccer jerseys * **2020:** 54% increase in demand for soccer cleats; 47% increase in demand for soccer balls; 19% increase in demand for soccer jerseys * **2021:** 66% increase in demand for soccer cleats; 38% increase in demand for soccer balls; 40% increase in demand for soccer jerseys Except for 2019, consumer demand for soccer products in all three categories was higher at the start of the English Football League season than at the beginning of the Major League Soccer season. This suggests consumers are more closely following the English soccer season than the American league. **Does the FIFA Club World Cup Influence Consumer Demand?** As aforementioned, the FIFA World Cup occurs once every four years. However, the [FIFA Club World Cup](https://www.fifa.com/tournaments/mens/clubworldcup) is held every year. In 2020, the FIFA Club World Cup was originally planned for December; however, this got postponed until February 2021. As we can observe in the graph below, demand across all three soccer product categories reached their peak for the year during this time: <iframe title="Change in U.S. Consumer Demand for Soccer Products in 2021" aria-label="Interactive line chart" id="datawrapper-chart-cBDJT" src="https://datawrapper.dwcdn.net/cBDJT/4/" scrolling="no" frameborder="0" style="width: 0; min-width: 100% !important; border: none;" height="400"></iframe><script type="text/javascript">!function(){"use strict";window.addEventListener("message",(function(e){if(void 0!==e.data["datawrapper-height"]){var t=document.querySelectorAll("iframe");for(var a in e.data["datawrapper-height"])for(var r=0;r<t.length;r++){if(t[r].contentWindow===e.source)t[r].style.height=e.data["datawrapper-height"][a]+"px"}}}))}(); </script> This same trend was not observed during the 2019 FIFA Club World Cup tournament. During the timeframe of the tournament from December 11 – 21, 2019, demand across all three soccer product categories was relatively low: <iframe title="Seasonal Change in U.S. Consumer Demand for Soccer Products in 2019" aria-label="Interactive line chart" id="datawrapper-chart-d4ECO" src="https://datawrapper.dwcdn.net/d4ECO/3/" scrolling="no" frameborder="0" style="width: 0; min-width: 100% !important; border: none;" height="400"></iframe><script type="text/javascript">!function(){"use strict";window.addEventListener("message",(function(e){if(void 0!==e.data["datawrapper-height"]){var t=document.querySelectorAll("iframe");for(var a in e.data["datawrapper-height"])for(var r=0;r<t.length;r++){if(t[r].contentWindow===e.source)t[r].style.height=e.data["datawrapper-height"][a]+"px"}}}))}(); </script> Several factors could explain why consumer demand increased coinciding with the 2021 FIFA Club World Cup compared to the 2019 tournament, including: * **Pandemic Worries:** While the global pandemic was not officially announced until March 11, 2020, initial reports on the coronavirus outbreak began in December 2019. Consumers may have been less interested in recreational activities and more focused on the emerging updates coming out of Wuhan, China. * **Tournament Planning:** The 2019 FIFA Club World Cup was formally announced on September 30, 2019 (only about two months from the tournament start date). By contrast, the 2021 tournament was announced in September 2020, originally slated for December 2020, and finally postponed until February 2021. The added anticipation and game delay could have contributed to more buzz around the tournament. * **Seasonality:** Since December marks the height of the basketball season in the U.S., consumers were likely more focused on basketball-related events than on soccer. This could also explain why more consumers were interested in soccer products during the FIFA Club World Cup in 2021 than in 2019. **Do FIFA World Cup Group Announcements Impact Consumer Demand?** We were able to take a look at how U.S. consumer demand changed following the 2022 FIFA World Cup group announcement. As it turns out, U.S. consumers actually experienced decreased demand following the announcement on April 1, 2022: <iframe title="Change in U.S. Consumer Demand for Soccer Products in 2022" aria-label="Interactive line chart" id="datawrapper-chart-lX0B6" src="https://datawrapper.dwcdn.net/lX0B6/1/" scrolling="no" frameborder="0" style="width: 0; min-width: 100% !important; border: none;" height="400"></iframe><script type="text/javascript">!function(){"use strict";window.addEventListener("message",(function(e){if(void 0!==e.data["datawrapper-height"]){var t=document.querySelectorAll("iframe");for(var a in e.data["datawrapper-height"])for(var r=0;r<t.length;r++){if(t[r].contentWindow===e.source)t[r].style.height=e.data["datawrapper-height"][a]+"px"}}}))}(); </script> Since the FIFA World Cup announcement coincided with the end of March Madness and the start of the 2022 National Basketball Association playoffs, this could explain the decreased demand in soccer products among U.S. consumers. **Which Soccer Player Jerseys are the Most Popular?** Our team wanted to see which soccer player jerseys were most popular among U.S. consumers. To find this, we compiled a list of the most searched-for players in North America, South America, and Europe. From there, we tallied up all the searches in each category for all players from 2019 – 2022. Then, we compared the total searches for each individual player to the total for all players in their category. **North American Players** When it comes to soccer player preference for North American players, U.S. consumers have a clear favorite. According to our data, 95% of all searches for North American player-specific soccer jerseys between 2019 – 2022 were for American soccer player, Christian Pulisic. <iframe title="U.S. Consumer Demand for U.S. Soccer Team Member Jerseys 2019 – 2022" aria-label="Bar Chart" id="datawrapper-chart-fBlO2" src="https://datawrapper.dwcdn.net/fBlO2/2/" scrolling="no" frameborder="0" style="width: 0; min-width: 100% !important; border: none;" height="255"></iframe><script type="text/javascript">!function(){"use strict";window.addEventListener("message",(function(e){if(void 0!==e.data["datawrapper-height"]){var t=document.querySelectorAll("iframe");for(var a in e.data["datawrapper-height"])for(var r=0;r<t.length;r++){if(t[r].contentWindow===e.source)t[r].style.height=e.data["datawrapper-height"][a]+"px"}}}))}(); </script> While Pulisic is an attacking midfielder/winger for the United States national team, he currently plays for the Premier League club Chelsea in the United Kingdom. Since U.S. consumer demand for soccer jerseys is highest at the start of the English Football League season, this could explain Pulisic’s extreme popularity among U.S. shoppers. **South American Players** Consumer preference for South American players is a little less cut-and-dry; however, there is still a clear winner in the category. It turns out that most U.S. consumers (49%) prefer to support Lionel Andrés Messi of Argentina when it comes to South American soccer jerseys. Since many of these players also play in Europe, it makes sense that U.S. shoppers would be more interested in their jerseys than in U.S.-based players: <iframe title="U.S. Consumer Demand for South American Soccer Team Member Jerseys 2019 – 2022" aria-label="Bar Chart" id="datawrapper-chart-0dK9s" src="https://datawrapper.dwcdn.net/0dK9s/1/" scrolling="no" frameborder="0" style="width: 0; min-width: 100% !important; border: none;" height="255"></iframe><script type="text/javascript">!function(){"use strict";window.addEventListener("message",(function(e){if(void 0!==e.data["datawrapper-height"]){var t=document.querySelectorAll("iframe");for(var a in e.data["datawrapper-height"])for(var r=0;r<t.length;r++){if(t[r].contentWindow===e.source)t[r].style.height=e.data["datawrapper-height"][a]+"px"}}}))}(); </script> **European Players** When observing the top searched-for European players, we were surprised to see that no players from the English Football League appeared at the top. However, there was a clear favorite again in this category for U.S. consumers: Kylian Mbappé. With 88% of total searches for European players, Mbappé’s popularity among U.S. consumers is undeniable: <iframe title="U.S. Consumer Demand for European Soccer Team Member Jerseys 2019 – 2022" aria-label="Bar Chart" id="datawrapper-chart-cIRiH" src="https://datawrapper.dwcdn.net/cIRiH/1/" scrolling="no" frameborder="0" style="width: 0; min-width: 100% !important; border: none;" height="279"></iframe><script type="text/javascript">!function(){"use strict";window.addEventListener("message",(function(e){if(void 0!==e.data["datawrapper-height"]){var t=document.querySelectorAll("iframe");for(var a in e.data["datawrapper-height"])for(var r=0;r<t.length;r++){if(t[r].contentWindow===e.source)t[r].style.height=e.data["datawrapper-height"][a]+"px"}}}))}(); </script> **How Ecommerce Retailers Can Prepare for the World Cup & More** Understanding how U.S. consumers follow and respond to soccer leagues, both nationally and internationally, is essential for ecommerce retailers to anticipate and satisfy changes in demand. Using this data, online sporting retailers now understand the relationship between higher consumer demand for soccer products and gear to the start of the English Football League season. Empowered with this information, they can plan their supply chain and marketing calendars more effectively, ensuring all inventory, advertising, and customer support needs are met. Here are the top takeaways ecommerce retailers should prepare for based on our knowledge: * While demand is higher during the English Football League season start than the Major League Soccer season start, demand for soccer products is higher than the seasonal average at both times, so prepare accordingly. * The top three most popular soccer player jerseys among U.S. consumers are for Christian Pulisic, Kylian Mbappé, and Lionel Andrés Messi. * The FIFA Club World Cup may also have an impact on soccer product sales, so it’s a good idea to ensure products are well-stocked during this time each year. **If you’re interested in uncovering more data like this to empower your ecommerce strategy, [request a demo](https://pattern.com/contact-us/) from Pattern today!**
Sept 22, 2022

How an Amazon SEO Agency Should Be Serving Your Brand

If you’re in the global ecommerce space, you are most likely aware of Amazon, and probably selling your products on the marketplace. With over $470 billion in sales in 2021 alone, Amazon stands as the third largest company in the world based on revenue. The ecommerce giant is a household name in the U.S. and working hard to grow its market share across five continents worldwide.

Having your products available on Amazon and being competitive there, though, are definitely two different things. If you want to really succeed on Amazon, you’ll need specialized insight into how Amazon works and how to make it work for you. So, for many brands, it’s a great idea to work with an Amazon Search Engine Optimization (SEO) agency.

At Pattern, Amazon SEO optimization service is one of our key competencies. We understand that technology, data-driven insights and expertise  are the most important tools brands can leverage to win top listing spots on digital marketplaces. With expert teams and years of experience, we help brands conquer the Profitability Death Spiral as they compete with other products and sellers online. We offer Amazon SEO agency services as a core solution to brands that need more resources to get ahead. 

What is an Amazon SEO Agency?

An Amazon SEO agency serves brands by improving their products’ rank and listing performance on Amazon. They make strategic decisions about ad spending and placement that lead to higher traffic, conversions, and revenue for ecommerce brands.

A great Amazon SEO Agency partner will:

Prioritize Your Success

Unfortunately, many Amazon SEO agencies profit in unfair ways from your brands’ perceived success based on the ROAS numbers they provide. This is done through including branded search terms in ROAS reports, which naturally skew listing performance

Let’s say, for instance, your brand is called “Annie’s” and you sell lollipops. Your brand has a very high likelihood of winning the top listing spots on Amazon for lollipop search terms that are paired with “Annie’s,” your brand name. So, SEO agencies will spend your ad money on those terms and report a very high ROAS. 

To avoid scenarios like these, it’s best to look for an agency that either calculates their profits on metrics other than your ROAS scores or weighs branded search terms differently in the performance metrics reports. Regardless of your Amazon SEO agency’s cost structure, you should align onbranded search terms before committing to a scope of work.

Provide Detailed Competitive Insight

A great indicator of a high-quality Amazon SEO agency is the level of insight they can provide into your competitors’ listing positioning and how it compares to yours. Data fanaticism is so important at Pattern that we’ve developed proprietary technology to display this exact information with precise detail for every brand we work with. In fact, you can find our free version here to see how you compare to some of your top competitors based on ASIN.

It’s certainly possible to improve your Amazon search performance with blind spending strategies. But a truly great solution will help you to know where your dollars are at their most powerful and competitive.

Reduce Your Ad Spend Over Time

Amazon’s A10 algorithm prioritizes customer satisfaction—it wants to show consumers the best products that align with their search intent to improve conversions and sales. So, the best way to gain momentum on Amazon is to work on incremental wins. 

Improving your performance on more obscure search terms that align with your customers’ search intent is a great way to increase ROAS for the long term. A10 will reward your success with better rankings on higher-volume search terms and the virtuous cycle can help you conquer your most-coveted listing spots. And the best part? This process of gaining momentum, if done right, will naturally decrease your ad spend over time as Amazon recognizes your value and works with you to keep your products at the top of consumers’ search results.

Amazon SEO Optimization and More

As an Amazon SEO specialist, Pattern knows how to help your brand win better success for long-term profitability on Amazon. With our data-driven tools and brilliant teams of ecommerce experts, we help brands with listing management, content optimization, Amazon ad strategies, and more.

Contact us to learn more about our SEO optimization services.

Sept 21, 2022

How An Image Change Instantly Increased Stance’s Conversion Rate on Amazon

It’s challenging for brands on their own to maintain the many different focus areas to have remarkable success on their own D2C platform. But ecommerce is a complex, growing landscape and encompasses more than just your own DTC site. An effective ecommerce strategy includes multiple different digital marketplaces, such as Amazon, and it is an uphill battle for brands to stay competitive, relevant, and drive conversions across all.  

Brands can have in-house experts who specialize in different areas of ecommerce, but it’s extremely difficult to have the depth of resources to stand up an entire team of experts who know all the intricacies and nuances of each ecommerce channel.

Pattern, the premier global ecommerce accelerator, has marketplace experts in all areas, across all global marketplaces, who help any brand expand their bandwidth, gain access to new resources, data, and expertise, while accelerating their ecommerce growth.

Download our Stance 1-page Case Study

Amazon Creative Underperforms for Stance   

Stance is an extremely popular, fast-growing, and visually engaging lifestyle clothing brand.  Stance’s in-house creative experts nailed down their D2C product imagery and established a clear brand vision and voice on its own platforms. However, the problem was that the product images that work on their D2C sites differ from images that perform well on Amazon and other ecommerce marketplaces.

Stance was in search of a partner with deep knowledge of and experience on ecommerce marketplaces who could help curate lifestyle and product imagery catered to Amazon.

Original Stance Product Images on Amazon:

Pattern Creates Stellar Amazon Images for Stance

As its 3P partner on Amazon, Pattern experts organized, produced, and shot product imagery that highlighted the brand and the product while complying with Amazon best practices.

To accompany the new, updated image look and layout, brand experts also revised the overall listing. This included:

  • Adding information like a size guide, quality materials, etc. on specific product imagery

  • Brand highlights such as the brand’s mission statement in the image stack

  • Additional lifestyle imagery that was consistent with its other ecommerce channels       

Stance Product Images with Pattern:

Stance Sees an Instant Conversion Rate Increase by 13%

  • Same day results when the images were updated:

    • Average Conversion Rate Before Image Stack Update: ~21.8%

    • Average Conversion Rate After Image Stack Update: ~34%

Pattern Can Help Brands Curate Quality Content for Amazon and Beyond

Pattern has the unmatched expertise to help brands make smart decisions and strategies to ensure all channels flourish. Creative and copy experts for Amazon and other digital marketplaces will make sure your image stack, copy, and product listing is curated, optimized, and impactful to grow your brand and increase conversion.

Get in touch with our team to learn how Pattern can reimagine your creative strategy.