Interview with Duri Granziol, Co-CEO of Lazada, Indonesia
What are the top 3 things that a company must do to prosper?
For me, the most important things to focus on are to keep innovating, to stay agile to adapt to changes in the business environment, and of course, to hire the right talent to be part of the team.
How are you keeping up with the changing demands of the consumer?
First of all, we spend a lot of time understanding customer needs to be able to deliver the best customer experience for them. We invested in a full Customer Experience department with its own C-level to keep as close as possible to our customers. Some key activities:
- We keep on growing our assortment to provide as many options as possible for our customers.
- We are also developing an interactive model to drive engagement with our customer, such as hosting livestream shows to do product unboxing where we get great feedback and can have a two-way communication with consumers. Working with key opinion leaders is also a good way to engage with our customers.
- We also invest heavily in logistics infrastructure including warehouses, automation and delivery hubs across the archipelago, so we can provide faster and cheaper delivery to our customers and an overall better customer experience.
What are the most exciting opportunities in retail right now?
I think e-commerce is really driving a revolution in how retail business is being done: the ability to connect with customers in a way that has never been done before really enables brands (local and international) to reach a much larger pool of customers and create a better customer engagement.
What keeps you up at night?
We are constantly thinking about how Lazada can help the next few millions of Indonesians who live in smaller cities in Indonesia to have convenient access to any products they need, delivered to their doorsteps in just a few days. We want everyone in Indonesia to have equal access to the whole universe of goods, anytime, anywhere.
Why are you speaking at Retail Congress Asia Pacific?
As the leading online marketplace platform, Lazada aims to develop a healthy e-commerce ecosystem in Southeast Asia. We therefore seek to cooperate with international and local brands, retailers, logistics providers, fulfilment solutions providers and many more to establish and grow the SEA e-commerce sector together. I believe the foundation of this is dialog between all the potential market actors. Events such as the Retail Congress provide a good platform for dialog and we are happy to contribute.