Nominees: Hallenstein Glasson Group, Trade Me, Citta Design, Adult Toy Megastore, Countdown, The Warehouse, The Sleep Store, Superette, Onceit, Good as Gold, Canine Collective, Endemic World, Mighty Ape, Grab One.
Adult Toy Megastore
Auction site Trade Me is one of New Zealand’s oldest ecommerce retailers, and it’s put a lot of effort into making its site as seamless and consumer-friendly as possible. Separate categories for all its listings make navigating the site easy, while search functions and the ability to refine searches using filters simplifies life for shoppers.
Low fees, and Trade Me’s recent push for more free delivery, means even after purchase the odds are in the buyers’ favour. The site offers buyer protection as well as Afterpay, meaning purchases are easier and safer for customers who may be spending larger amounts.
There’s no doubt about it, Trade Me is one of the most recognisable brands in New Zealand. With many years of successfully selling second-hand goods behind it, Trade Me is constantly expanding and developing to cover more areas of the Kiwi lifestyle, from houses and cars to dating and jobs.
Head of B2C Marketplace at Trade Me, Rick Davies, says it has always been the company’s aspiration to be the go-to ecommerce platform for New Zealanders. The website has been the backbone of New Zealand online trading since before most of us had moved the majority of our lives online.
“It’s always hard to see what’s coming next in terms of consumer expectations and behaviours. We saw that growth early on and we’ve always tried to ensure we’re there meeting those needs along the way. We’ve had to adapt in terms of how people use us and meet changing needs and expectations that never stop.”
Small changes like new payment options and courier capabilities all add up to improve customer experience. Trade Me launched Afterpay capabilities last year, allowing online buyers to purchase a product and receive it immediately, then pay for it in four fortnightly interest-free instalments. The new way to pay has been particularly popular with young users.
“We’re always looking to make customer experience better and we’ll continue that journey as long as we’re in existence.”
Part of what makes Trade Me so ingrained in the Kiwi psyche is how it interacts with its users, both on the platform itself or on its social media channels. Trade Me celebrates quirky postings and then supports members when they suddenly get 10,000 views an hour on a boosted listing.
Trade Me uses social media to celebrate the real life stories that come from people interacting with the platform. In February this year, Trade Me hosted the wedding of a couple who had used Trade Me for many milestones throughout their lives, including buying their house, getting jobs and even buying their engagement ring.
“A lot of New Zealanders have now grown up with Trade Me and it’s there throughout all sorts of life stages. We feel very fortunate to remain one of New Zealand’s most loved brands, but we’ll never slow down or stop trying to provide more value to New Zealanders online.”
Judges’ comments from Scott Fisher: We cannot go past Trade Me for the hottest ecommerce experience. A mainstay for consumers and retailers alike Trade Me is a well-established platform that continues to dominate. Fine tuning and adjusting keeps it ahead of the pack. A special mention to Adult Toy Megastore, they know their market and match the retail experience to suit.
This story originally appeared in NZ Retail magazine issue 756 June/July 2018