Show Books Were Never the EndgameSince its founding 28 years ago, Amazon has reached near mythic status for its superior service and customer service strategy. Says company founder and CEO Jeff Bezos: “I would define Amazon by our big ideas, which are customer centricity, putting the customer at the center of everything we do, [and] invention. We like to pioneer, we like to explore, we like to go down dark alleys and see what's on the other side.” Now it’s time for you to leverage what Amazon has learned works – and doesn’t – to take advantage of their top customer service and customer experience strategies for your organization. And remember – no matter what industry or business you’re in, you’re competing with Amazon’s customer experience in the eyes of your customers anyhow – so you should consider adapting some these practices for your brand.
Other posts you might be interested inHow does Amazon measure quality?Amazon focuses on one simple measure of customer service quality: helpfulness. They regularly interacts with customers through non-intrusive and easy-to-use satisfaction surveys. The surveys are an effective tool for building sales and turning customers into loyal enthusiasts.
What strategies has Amazon used to become so successful?Amazon succeeded in building a consumer paradise. They charge much less and promise much more than other stores and platforms: The best selection by combining a retail business with a marketplace business, the best price by using the “buybox“, and the quickest delivery by offering FBA to their sellers.
How has Amazon improved its customer service?One of the company's biggest strengths, he says, is that it has been able to build a functioning network economy. "By putting together the content (goods), the network (distribution), and arms (technology), they've built an vertically integrated model that gives them digital scale in customer service," he explains.
How does Amazon achieve their goals?The answer is a relentless commitment to the customer experience. Everything that Amazon does — every strategic move, every investment — is guided by its goal to be the most customer-centric company in the world. Every step along the way is designed to serve customers as best as humanly possible.
|