AMAZING CUSTOMER SERVICE @ AMAZON..

AMAZING CUSTOMER EXPERIENCE

“The most important single thing is to focus obsessively on the customer. Our goal is to be earth’s most customer-centric company.”

Jeff Bezos, CEO & President of Amazon.com

The dot com bubble that bust in the early 2000, took away a number of companies into the oblivion. But a few companies in the world like Apple, Google, Amazon, Ebay, Zappos have survived the bouts of recession and tough times and gre from strength to strength.

This is is because, despite growing so big and leaders in their respective spheres of operation, they never forgot the basics about what got them to existence in the first pace.

While Apple believed in delivering amazing experience to its customers through its products, Google empathise with its users to provide them the best possible user experience, redefining the way information is searched, consumed and put to use productively,

Amazon under Jeff Bezos, has come up as an amazing customer focused organization.

In the words of Jeff Bezos, ‘If you build a great experience, customers tell each other about that. Word of mouth is very powerful.”

One of the lessons which Jeff Bezos, learnt and implemented at Amazon is that, satisfied and delighted customers are the best advertisement & publicity, a company can invest in, as they not only give more businesses in their life-time association with the company, but also bring their friends to become the customers. Hence Amazon focuses heavily in providing an excellent service to all its customers and keeps them delighted.

A similar culture and attitude is seen at Zappos, a wholly owned subsidiary of Amazon. At Zappos, the business model is developed around the goal of maximising the customer and employee happiness. While every call centre, measures its success by the number of successful calls handled in a given time, Zappos measures its success by the number of calls leading to excited customers. It celebrates the fact that customers love to spend more time talking to their call centres on an average call as, this in turn leads to more business per call and higher repeat order percentage as they satisfy their customers with best-fit solutions.

When we learn that the CEO of Amazon believes that each and every one of his global customers have be treated like a welcome guest to his party, by all his employees, we know the secret behind a vibrant & growing US$ 50 Billion, most admired global corporation!