Why Marketplace Businesses Should Prioritize Relationship Preservation – Even During Disputes, Retail TouchPoints

In an article published by Retail TouchPoints, New Era’s Rich Lee, Collin Williams, and Kevin Drost provide marketplace leaders with guidance on how to prioritize relationships, even when things go wrong – whether due to overpricing, contract terms, delivery issues, or quality concerns.

“Marketplace businesses operate at the intersection of multiple dynamic relationships,” the authors write. “There are partnerships between buyers and sellers, vendors and platforms, and even among competitors sharing the same digital or physical space. Each of these relationships is critical to the success of the marketplace, requiring careful management to ensure trust, fairness, and long-term growth.”

How businesses navigate challenges can make all the difference in customer satisfaction.

Read the column in Retail TouchPoints here.