The Unicorn Playbook: How Brands Accelerate to the Top

Sarah Abel

November 3, 2021

What is a unicorn brand and how do you get there?

In simple terms, a unicorn is a billion dollar brand. Unicorn brands you may have heard of include Nestle, Pandora, Panasonic, and of course, Pattern.

But how did these brands achieve unicorn status? Every brand starts with an idea and slowly builds over time to create an empire, but what are the important building blocks? We’re glad you asked.

To truly accelerate a brand from a vision to a unicorn takes 5 key competencies, across both design and ecommerce strategy. Creating a company that can thrive starts with careful design, and accelerating that company’s growth requires an all-encompassing strategy. Our Chief Revenue Officer, John LeBaron, and Chief Design Officer, Beau Oyler, outlined the 5 pieces of both creation and acceleration at the Silicon Slopes Summit 2021. Read on for a recap of their Unicorn Playbook presentation below:

5 core competencies to create a unicorn brand

Consumer insights

Everything in business comes back to knowing your customer and serving them well. To design a worthwhile product you need to truly understand your target audience–you need to get in their heads. The process of understanding your audience expects you to leave your preconceived notions at the door. It requires that you observe objectively and find empathy in your customers’ pain points. And above all, understanding your audience means looking at the cold, hard data to get an unbiased understanding. In this journey to understand your audience, you should come away with a clear idea of what your customers need, why they need it, and what kind of solutions they have been looking for.

When it comes to consumer insights, Enlisted Design, Pattern’s award-winning design agency, recently worked through understanding the audience on the launch of Beast Burgers. Beast Burgers comes from the larger brand Mr. Beast, which is both a YouTube channel and an individual social influencer. Mr. Beast creates contests and giveaway content that is extremely popular with a GenZ audience. And when the pandemic hit, Mr. Beast wanted to give back to the loyal followers that had made his career so successful, so he came to Enlisted with the following insights on his GenZ audience:

  1. Gen Z was being ignored by food brands.
  2. Gen Z kids were stuck at home due to COVID, and weren’t happy about it.
  3. Kids love burgers, but can’t get them because of being stuck at home due to COVID.
  4. Restaurants and delivery workers were still available, just slower in the pandemic.
  5. Every Gen Z is digitally native.

Beast Burgers Consumer Insights

With those insights, Enlisted was able to create a solution that not only understood GenZ’s problems, but that provided a brand experience they could fall in love with.

Strategy

After finding consumer insights, the next step is to create a strategy that plays to those insights and actually touches on what the audience needs. A strategy is how you fulfill your brand vision; how you go from pain points to pleased customers.

With the insights about GenZ, Enlisted Design partnered with Mr. Beast to create a product that filled his consumers' needs, and Beast Burgers was born.

  • Beast Burgers would deliver burgers, a product GenZ loved and was having trouble getting.
  • Beast Burgers would be designed specifically for GenZ.
  • Beast Burgers would come to GenZ so there was a bright spot to being stuck at home.
  • Beast Burgers would utilize ghost kitchens and give the capable restaurants and delivery workers efficient recipes and a new line of work.
  • The experience would be, start-to-finish, digital. Beast Burgers would be ordered online, no physical counter or drive-thru, and the advertising would be done where GenZ already was—online.

Beast Burgers Strategy

The fulfillment of a strategy that plays off of individual consumer insights goes hand-in-hand with creating a living, breathing brand.

Brand

A brand is more than a title and a logo, according to Beau Oyler, CEO of Enlisted Design and Chief Design Officer at Pattern.

“A brand is essentially a manifestation of a company, a product, or a person, and that brand has so many different touch points to target the consumer. When done right, each of these touch points create a cohesive brand experience.”

Those touch points make up every part of the buyer’s journey, both digital and physical. From advertising to unboxing, and from web design to in-store returns, branding is how you unify every aspect of your offering.

With Beast Burgers, branding created a start-to-finish GenZ, digital experience—with every touchpoint accounted for. The brand guidelines, graphic design, and fonts were all created to be playful, digital, and in-touch with the audience, but the design didn’t stop there. It bled into naming the burgers, creating the recipes, and directed the language used to describe both the product and the brand. Ultimately, everything was designed to create brand buy-in from the audience at an emotional level.

Beast Burgers Branding and Design Examples

“There's this emotion of desirability that some products have. It's very difficult to create that emotional connection. But ultimately, when it's created, the consumer begins to lust after that thing. And then once they adopt it into their lives, that becomes who they are, or part of who they are,” Beau said. “We want that. We want them to lust and love our products and our brands, because then they're going to use them, they're going to love them, and they're going to advocate for them.”

CEOs can have a killer idea for a product or an air-tight strategy, but if they miss the key ingredient of humanizing the brand, then no amount of acceleration can drive a brand without soul. To succeed in creating a brand and not just a company, you have to consider every detail that might create an emotional connection, from the digital presence to the product packaging.

Beau Oyler Emotional Connection Quote

Packaging

After gathering consumer insights, a strategy to fulfill those insights, and humanized branding, you’re ready to package everything together for the consumer and get the product in their hands. Often the product packaging will be the first physical experience a consumer has with your brand, and first impressions matter.

With Allbirds, Enlisted took on the massive task of producing on-brand packaging in a considered form factor. Consideration being a key piece because shoe boxes aren’t often considered, they’re mass manufactured to be exactly what the consumer has always seen. There was no elevated branding or emotional tie to the idea of shoe packaging.

However, to stay on-brand for Allbirds, Enlisted needed to fulfill color requirements, size requirements, and sustainability requirements. So the designers dug deeper. Shoe boxes have always been the same simple box, but what can we do to create one box shape that will house every size? And how can we make it sustainable? No, how can we make it biodegradable?

By ignoring the ‘classic’ shoe-box shape and opting for materials like sugarcane, Allbirds created an innovative and considered package that was honored in Fast Company’s 2021 Innovation by Design Awards. The final package was a black, fully biodegradable shoe case that could hold every size of shoe it would carry.

Allbirds Dashers VIP Packaging is 100% Compostable

Packaging matters, and just like packaging, a product is so much more than it’s name or physical shell. A product is an experience with the potential to create a community in and of itself.

Product

A product is more than the object your brand sells, it’s a chance to tie in consumer insights, branding, and strategy to produce an end result—solving problems your consumers face.

Take Arlo security cameras; consumers didn’t want another piece of tech in their home, but they wanted a way to easily understand what was going on at home. So, from end-to-end, Arlo was about being homeware that was more communicative than intimidating. The idea wasn’t to skimp on tech, but to serve the consumer's needs.

The result? A DIY security camera design that evolved into a system, and that system turned into a design language. And now that camera, system, and design language have over 30 products that all sprung up from a product that was focused on being more than just another piece of hardware.

On top of a successful product line, Arlo’s innovation allowed them to have the largest IPO in IOT history, showing the value that design can bring to business.

Somewhere between understanding the end customer, unifying the brand touchpoints, and fulfilling the vision, a unicorn brand is born. But existing as a unicorn with a strong offering can only take a brand so far—they’ve got to find a way to reach their full potential across markets, marketplaces, and overall ecommerce. No matter how perfect a product and brand design is, it still needs a platform to accelerate its digital presence.

5 core competencies to accelerate a unicorn brand

Data insights

In designing a product and creating a brand, we used consumer insights to understand what the target audience needs and why. Going one step further, consumer insights data helps us understand where and what the target audience is looking for. Using that data, you'll find opportunities to accelerate your brand that you didn’t even know existed.

At Pattern, we use data to learn what space there is for new products, what keywords customers are searching when they are looking for a product like yours, and what keywords competitors are and aren’t using to attract customers.

Using our Predict platform, we actively monitor 3 million keywords a day, and we’ve been aggregating that data for years. On top of all that data, we are dissecting more than 30,000 different categories and subcategories on Amazon to understand not only what keywords matter, but how they matter in their space.

Data-Driven Insights Competency

Here’s the power of data in action. If your brand came to Pattern and asked us if face masks are a good category to go into, our data would tell you that face masks are an amazing category. There are more than 12.5 million searches every month—just on Amazon US—related to face masks in this category. Keywords like “face masks for men,” “women disposable face masks,” “moisturizing face masks,” etc., are just a few examples of keyword searches.

So are face masks a good Amazon category to launch in? We let the data speak for itself—the category is growing more than 150% every single year, and from a competitive standpoint on the HHI index it's a 7.1, which is very, very good.

Additionally, it's a very fragmented category, which means that you can win. The entire category itself only has 221,423 reviews. In some categories, you’ll get a product with 25,000 reviews on one product alone, making it hard to make noise for yourself with a new launch. But in face masks the reviews are spread thinner, meaning your ability to penetrate the market and actually win is quite high.

These are the types of data insights that can help not only build a brand but understand what the opportunities are. If your brand came to us already in the face mask space but not seeing the benefit of the opportunity we’ve described, we can dive back into the data to find out what keywords opportunities you’re not taking advantage of—does your description mention disposable or just a sheet mask? Does your listing silo your product to 1 gender? Should it? It depends on the category. This type of granular insight is what helps drive the next piece of the playbook: traffic.

Traffic

Having data insights can only do so much for you if you don’t use them to their fullest extent. In order to accelerate your brand online, you have to be really good at getting traffic. If you have the best product in the world but no one can find it then, unfortunately, no one can buy it.

Data insights around keywords help you uncover user searches that match your product that you, and maybe your competitors, aren’t paying attention to. On top of organic keyword opportunities, data gives you insights around paid keyword opportunities. With our ecommerce acceleration software Predict, you get both.

Traffic Competency

Our Destiny methodology identifies the keywords you need to bid on in order to rank better organically. Then, once you rank well you can move on to advertising and boosting different keywords, and we’ll help you continue the cycle until you own your industry.

The true secret of traffic for acceleration? It can’t be manual. You must have a platform that automates keyword research and analysis, ranking monitoring, and advertising optimization.

“Think about the US stock exchange,” said John LeBaron, CRO at Pattern. “Fifteen to twenty years ago 90% of all trades happened manually. Today, more than 90% of futures volume, or equity volume, in the United States is happening through algorithmic, programmatic HFT—or high frequency trading. The same thing is happening in ecommerce on keywords, on advertising. If you are not using programmatic or algorithmic bidding in what you're doing, you are going to lose.”

Our platform automates, arbitrages, and performs millions of “trades,” or bids, dynamically. For example, using product Destiny, we took Feetures from ranking on longer-tail terms like ”‘no show athletic socks black” to parent keywords like “no show socks.”

Feetures Prioritizing Keywords to Win

The machine analyzes where the brand is at, what the opportunities are, and goes to work spitting out new keywords and trying to bid against them. It might increase the bid or might lower the bid until Feetures starts ranking on longer tail keywords like “no show athletic socks black,” then starts to win on “no show athletic socks man,” and then starts to grow, all the way up to getting domain authority on terms like “no show socks.”

Why do we spend the time on this? Because driving traffic is huge for accelerating a brand. You want as many qualified consumers as possible to know you exist, and the best way to do that is to get in front of them when they are looking for a solution like yours. Sadly, getting in front of the right customers won’t do the job alone—you’ve also got to convince them to buy, which leads to optimizing your content.

Content

The term content is a wide net that catches images, video, bullet points, product descriptions, reviews, and yes, A+ Content on ecommerce. Content is where you show and explain to potential shoppers what your value is, and how you can solve their pain points. Designing an informative, engaging product listing page is one of the most effective ways to turn browsing shoppers into customers.

Looking at Owlet, for example, we redesigned their image stacks to give consumers the information they needed as quickly as possible. The average person reads only 20% of a web page, but will view every image, giving images huge power in consumer decision making. To nail our images, we use sentiment analysis to analyze the reviews and find out what questions people are having, what expectations the product is missing, and then we illustrate the answers right away. This allows users to self-select as the right audience and truly understand what they are buying from the get-go.

Owlet Content Examples

And it works. Owlet reported a 43% growth in business in Q1, which is great, but we know their Amazon business was growing close to 70%. High-quality images, detailed product descriptions, and consistent branding are all content pieces that will truly improve conversion, and we’ve seen it happen.

Another great example is Popsockets. When our partnership with Popsockets started, we changed nothing except improving the content. We wanted images that showed the product in action instead of just highlighting the colorful designs. Using the traffic they were already generating, our content pushed the conversion rate up 49%. Sometimes you don’t need to throw more innovative ideas, advertising dollars, or full-blown campaigns at a low-performing product, you just need to tweak what you’ve already got going.

Popsockets Content Examples

But the ecommerce story doesn’t end there. Once you’ve put work into getting traffic and converting it with top-notch content, then you’ve got to worry about protecting your brand against unauthorized sellers, price erosion, and counterfeit copy-cats.

Protection

You put in enough time and market research pricing your product correctly in the first place, so it’s important that you protect your ability to maintain and control that price once your product hits the market. Tracking and enforcing Minimum Advertised Price (MAP) can make the difference between stagnation and acceleration.

A key element of MAP enforcement comes from identifying and removing unauthorized sellers, who get ahold of your product and sell it for less than they should. Because once one seller has a lower price, all other sellers have to lower their prices to match or they’ll always lose out on the sale. But then as prices get lower, profits get lower, and sellers are less likely to choose your product to carry in the future.

We worked with a brand whose distribution and price monitoring got out of whack. With no compliance on pricing, they were 18 months into a release when they found out that they were selling below product cost. We implemented a strategy of monitoring, reporting, working with 3rd party legal entities, and shopping on their behalf to understand where the product was getting diverted and how it was getting there—all of this to help them get absolute control of their distribution channel and return to selling at their chosen price.

The most rewarding part? We’ve had brands who’d been working with big-name attorneys and had struggled to see our same results, showing us that not only does our playbook work, but our platform is the most effective way to accelerate.

Logistics

Just like you want to protect your brand from shady distribution to avoid unauthorized sellers, you want to ensure you have strong logistics to get your product to the end customer quickly and cost-efficiently. Every part of the Unicorn Playbook hinges on this final piece, because having the perfect product and getting it in front of the perfect consumer with a perfect price won’t matter if they can’t actually get your product in-hand.

Oftentimes brands will find that fulfillment tends to be the most expensive part of the ecommerce equation. Shipping containers, moving product, taking care of packaging—it all adds up. So whatever you can do to use data to solve problems and find efficiencies can go a long way for brand acceleration.

One of the things we do is put our machine learning across products and tier sizes. For example, Amazon charges different fees to ship your product depending on the size, and we found that one brand we work with was 0.2 inches over the next size threshold. So, we explained the data and pitched decreasing their package size by 0.2 inches. They are now saving $65,000 a month, just because they knew to make one small packaging change on one product thanks to automated logistics insights.

Changing Package Size to Save Money With Automated Logistics Insights

Another example was finding a solution for Yogi Tea to ship their small, inexpensive products. We decided to combine their products and sell bundled sets instead of just single products. This wasn’t something they could handle in-house, so we did it for them. We packaged their products into a bigger, bundled product, and now it’s a top seller.

Bundling Yogi Teas

Be the next unicorn with Pattern and Enlisted Design

In summary, unicorn brands don’t just happen, they are created and accelerated through meticulous strategy and optimization. It takes data and great design to build a unicorn brand that resonates with consumers.

With Enlisted Design’s track record of creating next-level brands around the world, and Pattern’s expertise in expanding next-level brands across markets, marketplaces, and overall ecommerce, a Pattern and Enlisted combo is poised to turn you into the next unicorn.

As a unified partnership, we work together to fill the gaps in design, product, and marketing to ensure your brand is at the leading edge of your industry. We help you get the right product, on the right platform, in front of the right person. We don’t sell brands a design package or software suite that they don’t know how to use or don’t have enough people to manage—we partner with brands to accelerate their creation and growth.

Interested in learning more? Enlisted’s branding expertise will take your product to the next level, and Pattern’s ecommerce chops will ensure your brand accelerates to achieve its full revenue potential. Get in touch here.

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Sept 20, 2022

Global Ecommerce Weekly News: 20th September 2022

Get up to date with this week's ecommerce headlines from around the globe. --- Amazon News --- Amazon to raise pay and add extra work benefits for delivery drivers Following the rise in fuel prices and protests by Amazon workers, the ecommerce giant is raising its delivery drivers’ pay and adding more work benefits. Amazon has mentioned that it will be investing $450 million into rate increases along with an education program and a Delivery Service Partners program. [Read more on Charged Retail](https://www.chargedretail.co.uk/2022/09/14/amazon-to-raise-delivery-drivers-pay-and-add-more-work-benefits/) Amazon announces it will give away shipping software to merchants at no cost Amazon has recently announced that it will be giving ecommerce merchants free software to manage shopper orders on and off its platform as it extends its reach. The ecommerce giant will be ending monthly costs for sellers using Veeqo, a shipping software it recently acquired and instead offer to them a new, free shipping software. [Read more on Charged Retail](https://www.chargedretail.co.uk/2022/09/16/amazon-to-give-away-shipping-software-to-merchants/) --- Other Marketplace News --- Walmart unveils new virtual fitting rooms In an effort to drive clothing sales, Walmart has launched virtual fitting rooms while competitors reduce spending amid the cost of living crisis. The virtual try-on tool can be used by Walmart customers to virtually measure the clothing items and see how the products would look on them. Shoppers will now be able to see how over 270,000 clothing items on Walmart’s ecommerce site would look on their bodies. [Read more on Charged Retail](https://www.chargedretail.co.uk/2022/09/15/walmart-launches-virtual-fitting-rooms-to-drive-clothing-sales/?utmsource=Retail+Gazette+Subscribers&utmcampaign=2da7f0f8f8-EMAILCAMPAIGN202209150742&utmmedium=email&utmterm=0d23e2768b6-2da7f0f8f8-61040615) THG slashes sales and profit expectations The Hut Group has slashed its forecasts for 2022 as rising interest rates, inflation and energy costs take a toll on consumers. Previously, THG estimated its sales growth to be between 22-25% but after a recent evaluation, has lowered this prediction to between 10-15%. Initial predictions did not take into account the negative effects of ceasing sales in Russia and Ukraine along with the impact that the cost-of-living has had on consumer spending. [Read more on Charged Retail](https://www.chargedretail.co.uk/2022/09/15/thg-slashes-forecast-as-cost-of-living-crisis-hits-consumers-wallets/) --- Other Ecommerce News --- DHL and Post Office team up to provide click and collect services Through a partnership between delivery company, DHL and Post Office, a new click and collect service is to be tested at Post Offices before rolling out to over 1000 branches across the UK. Online shoppers will now have the option of choosing their local Post Office as a collection point, and DHL will fulfil the delivery aspect, opening up networks for both parties. [Read more on Charged Retail](https://www.chargedretail.co.uk/2022/09/14/post-office-partners-with-dhl-express-to-provide-click-and-collect-services/) US consumer watchdog plans to further regulate the BNPL sector The US Consumer Financial Protection Bureau (CFPB) has raised concerns regarding the collection of consumer data and the fast-growing nature of the BNPL sector, which includes companies such as Affirm and Klarna. The CFPB is worried that these companies could be negatively impacting consumers’ financial health and aims to put better regulations in place to ensure consumers are safe and empowered. [Read more on Charged Retail](https://www.chargedretail.co.uk/2022/09/16/us-consumer-watchdog-to-start-regulating-bnpl-sector/) Japanese ecommerce market estimated to grow by 6.9% in 2022 The ecommerce market in Japan, largely dominated by domestic online retailers including Reakuten and Mercari, is set to reach $194.3 billion USD in 2022, after seeing an annual compound growth rate of 5.2% between 2018 and 2021. This makes Japan the fourth leading ecommerce market globally, following China, the US, and the UK. [Read more on Charged Retail](https://www.chargedretail.co.uk/2022/09/13/japan-ecommerce-market-to-grow-by-6-9-in-2022/) Ecommerce brands are spending more on TikTok ads TikTok may soon be surpassing Facebook and Google as the most lucrative advertising channel, with ecommerce brands spending 60% more on TikTok ads in Q2. Facebook is still ahead as the top choice for ecommerce advertisers but only grew by 5.6% from Q1, while Google grew 20.5% in Q2, and Snap declined 10.8% in Q2. [Read more on SearchEngineLand](https://searchengineland.com/ecommerce-brands-spent-60-more-on-tiktok-ads-in-q2-387876)
Sept 20, 2022

4 Ecommerce Consultant Must-Haves

Entering the ecommerce landscape is a huge undertaking for any brand—it usually requires a large investment in resources and expertise to really be successful. Any brand can quickly get in over their heads trying to navigate the nuances of SEO, fulfillment and logistics, distribution control, listing optimization, and meeting the numerous other requirements and administrative tasks to show up well on marketplaces. 

Unfortunately, because it’s so easy for third party, gray market, and unauthorized sellers to obtain and sell products online, many brands find themselves pressured to execute an ecommerce plan without the right resources to succeed on marketplaces and their other channels.

So, for brands looking to enter the ecommerce space or improve their current and future performance, it makes sense to partner with an ecommerce consultant.

Pattern’s global presence and proven success with hundreds of brands has allowed us to develop highly effective ecommerce consulting services. We can guide your brand to navigate issues both large and small in marketplaces worldwide. To maximize your ecommerce efforts, you’ll need to understand what an ecommerce consultant does and how to select one who drives the right value for your brand and products. 

What is an Ecommerce Consultant?

An ecommerce consultant is a specialist in the ecommerce space who can give you personalized guidance on how to market your products and grow their presence on digital marketplaces.

An ecommerce consultant should be able to analyze your brand, audience, category, opportunity, and current roadblocks and help you understand how to utilize your resources (or what resources are missing) to be most effective in capturing your opportunities in the ecommerce space.

Not sure how to evaluate a consultant? Here are 4 key attributes to look for as you make your choice.

1. Brand Obsession/Specialization/Passion

At Pattern, we prioritize brand obsession for a reason—we know that a brand-centered mindset makes a crucial difference in the outcomes and results our partners achieve. So in our experience, when you begin your search for an ecommerce consultant, it’s important to look for a partner who is specialized in ecommerce, invested in the product, and passionate about helping brands build and improve their strategies. Typically, this means finding someone that consults exclusively for ecommerce marketplaces, rather than choosing a consultant who offers many different services. 

2. Proven Results

It’s also important to avoid choosing a consulting partner who can’t deliver the right experience for your brand. The best indication of whether your potential consultant can do that is to review their history, data, and results with other brands. Ask if they’ve helped others in your selling category, if they’ve solved specific issues your brand is facing, and why they feel you are a good fit. The key is to leave the conversation feeling confident that you understand your consultants’ capabilities and whether or not they match up with your needs.

3. Wide Range of Marketplace Expertise

It’s best to pick a consultant who knows how to guide a brand onto and through multiple marketplaces worldwide. You’ll want to take a look at your long-term strategy and think about the regions and platforms you’re currently on and where you might want to take your brand in the future. If your consultant is truly great at what they do, they’ll be able to help you perform well enough with your current product roadmap that it’ll be a no-brainer to expand your presence at the right time.

4. Network of Resources

The most effective partnership with an ecommerce consultant will be able to give you both recommendations and point you to solutions for making those changes in your planning, processes, and execution. Your time and money is valuable, so you want to make sure that you’re spending it as efficiently as possible as you follow your consultant’s advice. So, before you commit to an ecommerce consultant, ask about the resources and concrete solutions they typically recommend to the brands they work with.

Achieve Your Ecommerce Goals With Pattern

Finding an ecommerce consultant that checks the boxes can be a difficult task. At Pattern, our entire focus and drive centers around giving brands the tools and resources they need to succeed on domestic and international ecommerce marketplaces. 

With over 100 global ecommerce consultants across 10 global offices, we have the right tools to partner with brands across the world to achieve better ecommerce success. We give specialized advice, then make sure our partners have all the adequate SEO, social media, CRM, Amazon multi-channel fulfillment services, and ecommerce outsourcing services they need.

Interested in ecommerce consulting services? Set up a call here to learn what Pattern can do for your brand on global marketplaces.

Sept 15, 2022

The 3 Tmall Metrics That Every Brand Needs to Know

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.