Amazon's Customer Journey
Over the years, Amazon has grown from one small but innovative bookseller to the behemoth company it has become today. Amazon is among the forefront companies that have built and ensured a more compelling customer journey. With their innovative nature, they have come up with ideas such as the virtual assistant, Echo which helps customers make purchases. Another of the factors making customers fall in love with Amazon is the amazon prime. It is an invention that promotes loyalty amongst customers as well as making them pay for it (Amazon website). Additionally, Amazon has made sure that the customer service they offer remains true to the original needs of the customer. It is said that customers describe the service they get from Amazon as efficient, easy or fast. Business experts say that not all loyal customers are good for the business. Just like any other company, Amazon experiences a few challenges in as far as customer service is concerned. Most customers about 32% expect a response within the first 30 minutes through the various media outlets. Similarly, about 57% of the consumers expect responses at night and during weekends same way they get them on weekdays (Klaus, 444).
Handling Wrong Deliveries
There is definitely some customer frustration when making orders or purchases is when there is a wrong delivery. In such a scenario, Amazon has a way through which they handle their customers. When one has placed an order and received a wrong item instead, then there is a platform for Online Returns Center. This is where they can get a refund of their money or better still, a replacement for the items they had been waiting for. The customer service at Amazon is not without challenges but is surely up there in the rankings.
Works cited
https://www.amazon.com/gp/help/customer/display.html?nodeId=202025990
Klaus, Philipp. "The case of Amazon. com: towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)." Journal of Services Marketing 27.6 (2013): 443-457.
