Customer experience is the new battleground in technology. Every company understands that it must build outstanding customer experiences.
Why? The answer is obvious: happy customers make a great word of mouth advertising. Word of mouth advertising makes you money without you having to do anything else other than building a great product or service.
Amazon is a company that’s known for its customer service. We all know that Amazon changed the way we buy things online for a very low price. Today, Amazon is used by millions of people around the globe and has evolved its service offering well beyond books, music and entertainment.
Amazon has more than 137 million active accounts and its yearly sales are over $170 Billion. That’s more than the total GDP of Ukraine.
What made this possible? Well, we are here to answer just that. Buckle up!
It is often the little things that make a big difference to the customer experience. Delivery is a huge part of what makes Amazon stand out from others.
They offer ways to get goods earlier than promised or have them delivered on Sunday, and you can even have them sent to your preferred charity with the Amazon smile program.
Every product sold on Amazon is shipped with some of the most efficient logistics and delivery systems in place.
Plus, Amazon offers huge perks to its customers e.g. Every customer who spends $25 or more is eligible for free delivery on many items.
Returning items purchased online is not the easiest way to spend your time, especially if you have to package them and drop them off at the post office.
We’ve all been there – you order something you didn’t want, and you need to return it. Depending on where you bought your item, some also charge pick-up fees. Luckily for Amazon customers, returning items is easy.
Most of us have returned a clothing item or two with Amazon, and typically the process is pretty effortless.
Instead of waiting around for a postman, you can print out a prepaid shipping label and adorn your garbage with the unwanted item.
Just go to their Return Center, find the item you ordered, add a reason for returning, and follow the instructions on the page. Then you can choose how you want to be refunded.
It can take as little as two hours for your refund to go through if you are using gift cards
A great digital experience
The Amazon app and website and mobile app are pretty amazing.
Customers need a reason to buy your product and the way Amazon does that comes down to simplicity, relevance and minimalism all wrapped up together in a neat little package that can be used anywhere, anytime.
The app has a fresh design and is very easy to use while the experience can only be best described as intuitive and smooth.
By recommending relevant products, Amazon algorithms let you tap into categories you are interested in the most. Plus, there are other features like dash buttons, Kindle owner’s library, video and music streaming, and much more.
We’ve all experienced some pretty impressive AI by now. Apple’s Siri, Google Assistant, and Microsoft’s Cortana are nice examples of that.
But the real king of artificial intelligence is developing behind the scenes at Amazon HQ in Seattle.
Amazon is currently working on multiple projects and strategies to take advantage of artificial intelligence in product selection, ease of checkout, and speed of delivery which is what makes Amazon the king of e-commerce.
Today, more than ever before, consumers expect exceptional service from brands and customer experience is the new competitive battleground for any company that sells a product or a service.
With a mission to be Earth’s most customer-centric company, it’s no surprise that Amazon takes a leadership role in CX. In fact, according to a customer service study, 83% of consumers say that they are more loyal to brands with excellent customer service.
In a world where customer expectations continue to rise, Amazon is firmly placed to stay ahead in the marketplace.