Customer First at Trendyol
The rise of digital commerce has made it easier for consumers to compare prices and find the best deals online. At Trendyol, however, the top priority is to go beyond this and provide customers with the best possible experience. That’s why customer centricity is an important cultural value of the company and consists of building long-term relationships by keeping customers happy and satisfied at every step of their journey — from discovery to purchase, from post-purchase support to when they stop using the service.
In a conversation with Nicolas Jadot from the Localization team and Zeynep Yeğiner from the Product team, I had the opportunity to hear their thoughtful perspectives on promoting a customer-centric culture and ensuring that our products are thoughtfully tailored to local markets, with a strong emphasis on understanding and meeting customer needs.
Making Customer Centricity a Reality
Nicolas has been a team member of the Localization team for over a year. He plays a key role in streamlining localization processes and ensuring high-quality localized content, such as coordinating translation and testing for the recent Middle East launch. “For me, being customer-centric means making it easy and fast for stakeholders while maintaining high-quality standards for all localized content at Trendyol,” says Nicolas.
Zeynep has been on Trendyol’s team for three and a half years and has worked in various teams including SEO and Localization. Her main focus is now on developing content strategies for product detail pages, improving user experience, and launching strategies for new countries in the EMEA and Gulf regions. “Making customer-centric decisions in my day-to-day role ensures that customers have no doubts or concerns when browsing product detail pages before making a purchase”, she remarks.
During peak events like Black Friday, Nicolas and Zeynep exemplify this commitment in their daily roles, constantly striving to meet shoppers’ expectations. Nicolas emphasizes the importance of questioning why things are done a certain way and constantly asking, “Is there a better way to achieve our goal?” This mindset enables the Localization team to effectively handle time-sensitive requests and find innovative solutions during busy periods.
“We focus on speed and quality, and we strive to be creative and iterative.”
On the other hand, for Zeynep, providing a seamless shopping experience means relying on data and being curious about shoppers’ preferences. “What do our customers need? How would it affect their purchasing decisions? What else can we offer them to make Trendyol a platform of choice for them?” With this mindset, her team works to provide a platform that shoppers can trust: “Everyone is working hands-on to provide our customers in Germany with what Trendyol offers: customer satisfaction.”
Amplifying Customer Satisfaction
There is a culture of listening in Trendyol’s DNA. According to Nicolas, “Since I joined Trendyol, I’ve been impressed by how much we all listen to customer feedback in all its forms: what they choose to buy, their reviews, shopping trends…”. This goes beyond departmental boundaries and involves everyone in the team. As he mentions, one example is the many Slack channels dedicated to sharing news about customers, facilitating the exchange of valuable insights, allowing the company to initiate projects based on these feedbacks.
As Zeynep explains, “Especially as we enter international markets with different shopping behaviors and customer expectations, we look at every piece of data to understand what kind of customized experience we can offer our customers in the EMEA and Gulf regions.” This emphasis on a data-driven approach provides the company with invaluable insights that inform decision-making and enable the creation of personalized experiences, ultimately increasing satisfaction. She also mentions the collective effort of every team member at Trendyol:
“We are unique and powerful with a mission: To provide our customers with a path to a satisfying shopping experience. But it’s not possible without a team effort.”
At Trendyol, every team member has an important role in building an exceptional customer experience. Through coming together and supporting one another, they build a strong path that upholds the company’s values. Keen to be part of our vibrant Localization Team and explore the innovative world of our Product Team? Discover exciting opportunities in our open positions and stay tuned for future chances to join our mission!
