Amazon Customer Service

DRAFT REPORT OF AMAZON.COM

Submitted by – Megha Malhotra, Priyanka Raju and Kunal Singh Chauhan,

INTRODUCTION

Amazon is a Fortune 500 web based business organization situated in Seattle, Wash. It has the qualification of being one of the principal large organizations to offer products over the Internet. In 1994, Jeff Bezos established Amazon, which propelled the next year. In case you're of a specific age, you likely recall that Amazon began as an online book shop and after that immediately differentiated by including different things, including DVDs, music, computer games, gadgets, and garments.

AMAZON WORK AT BEING CUSTOMER CENTRIC

Amazon.com is a totally customer-centric organization. Actually, it has depicted itself as "customer obsessed." The organization truly trusts that if it doesn't listen to the customers, it will fail. Amazon has expressed that it needs to take advantage of any open door that presents itself to the organization during a period of phenomenal innovative unrest. Amazon has made enhancement in constructing a convincing customer journey. It's not simply the tremendous and productive commercial center they've assembled - Amazon is developing on all sides of the customer equation.

(8 customer service strategies you can steal from Amazon, n.d.)

STRATEGY TO MAKE CUSTOMER SERVICE PLANNING

Customer service strategy is what amazon do. Company’s mission and vision statement clearly illustrates that it is Earth’s most customer centric company. Amazon have a corporate culture that really knows and follow the rule to listen to the customers. Company provide customers with DIY experience with lot of options on the website. This gives customers the feeling of empowerment. Amazon have covered a milestone in customer support they have different forums through which the customer can get rid of any kind of problem and if that doesn’t work either they have the option to talk to a real person. The company always give preference to the customers if there is any problem with any product of any brand. The best strategy that the company followed and is still following is that it makes the customer needs the driver of innovation.

(8 customer service strategies you can steal from Amazon, n.d.)

IDIC Model

Identify- Amazon sellers identify their target customers through digital media. They build their audience and expand their area of selling a product. They target their customers through

• Email marketing- There are approximately nine different types of email marketing strategies that divides the users among onboarding process, purchases made on transactions, the variety of upsells and review their solicitation.
• Ratings and reviews- They were the first company to put the review system on their website. They have a system of customizing ratings also that increases their sales by up to 18%.
• Customer Royalty- Its customer royalty can be seen with the case of last year growth that went up to the extent of 50 percent.

Differentiate- Low prices, variety to select from, and the most important convenience is what differentiates Amazon from others.

Interact- The dealing of Amazon with its customers is as follows

1.They do everything with a 100 percent commitment to their customers

2.Running a corporate culture that listens to the consumer.

3.Build a community to follow customer support.

4.Make personal interactions

5.Builds a connection with the buyer.

Customize-They has introduced a new button on the website that is to customize their product according to the demands of the consumer.

5E’S FRAMEWORK OF CUSTOMER RELATIONSHIPS

Amazon understands the 5E’s framework of customer relationships. It’s have a great understanding of the environment in which the customers operates. It keeps an eye on the website traffic and also keep record of what people search and buy. Amazon understands the feeling associated with the items bought on the website. The company knows what people expect from it and it genuinely meet those expectations with its large product data base and excellent services. Amazon understand what customers are not expecting which make them master in what people really want even if they don’t say that verbally. Company knows that a good relationship is built on some positive emotions so they provide a great comfort level, affection and friendliness. They make the customer experience worthwhile they use the company’s services and also try to engage them whenever necessary keeping in mind the correct time to do so.