AMAZON how the worlds most relentless retailer will continue to revolutionize commerce.

Cover
Contents
01 It’s an Amazon world
	Notes
02 Why Amazon is not your average retailer: introduction to retail strategy
	Losing money to make money
	Amazon’s core principles
	Uneven playing field: tax
	Three pillars: Marketplace, Prime, AWS
	Tech company first, retailer second
	Notes
03 Pandemic pivots: how COVID upended the retail industry
	COVID: the great retail accelerant
	Demise of ‘status-quo retail’
	Digital transformation: COVID will finish what Amazon started
	The future of e-commerce is stores
	Customer experience is the new currency
	Conscious consumption
	Notes
04 Amazon’s pandemic power grab
	Amazon’s golden age
	Cementing its status: a shopping and entertainment behemoth
	Alexa, join my Zoom meeting
	Showcasing Amazon’s technological prowess
	Notes
05 The Prime ecosystem: redefining loyalty for today’s modern shopper
	Shipping, shopping, streaming and more
	But is Prime actually a loyalty programme?
	What does Amazon get out of Prime?
	Can Prime work in a physical setting?
	Prime 2.0
	Notes
06 Retail apocalypse or rebirth?
	The on-my-terms shopper is born
	Amazon Effect: killing the category killer
	Overspaced, with questionable relevance
	Notes
07 End of pure-play e-commerce: Amazon’s transition to bricks and mortar retailing
	Next-generation retail: the quest for omnichannel
	Key drivers of convergence of physical and digital retail
	Clicks chasing bricks – incentives for getting physical
	Amazon makes its move
	Notes
08 Amazon’s grocery ambitions: create a platform to sell you everything else
	US online grocery: a slow burner
	Food: the final frontier and importance of frequency
	Amazon’s food fight: life before Whole Foods Market
	Notes
09 Supermarkets: a brave new era
	Applying its thirst for invention to the supermarket sector
	Why Whole Foods Market?
	The wake-up call
	Goodbye Whole Foods, hello Amazon Fresh?
	Notes
10 A private label juggernaut: here comes the squeeze
	The post-great recession mindset
	Amazon’s private label ambitions
	Notes
11 Technology and frictionless retail
	Customer obsession
	One click to no click
	Notes
12 AI and voice: the new retail frontier
	The value of recommendation
	The importance of interaction
	Supply chain complexity
	The untapped potential of voice
	Notes
13 Store of the future: how digital automation will enrich the customer experience
	Research online, buy offline
	Location as a proxy for relevance
	The store as a showroom
	The digital customer experience
	Notes
14 Redefining the store: shifting from transactional to experiential
	From shop to lifestyle centre: ensuring brand values align
	A place to eat
	A place to work
	A place to play
	A place to discover, a place to learn
	A place to rent
	In summary
	Notes
15 Retail fulfilment: winning the customer over the final mile
	The promise to deliver
	Developing the last mile
	Building out the last mile
	Notes
16 The last-mile infrastructure
	Last-mile labour
	Growing physical infrastructure
	Real estate demand
	Amazon as a carrier
	Fulfilment by Amazon
	Race for the last mile
	Remote innovation
	Notes
17 Conclusion: peak Amazon?
	Notes
Index