Data entry for the logistics and transport sector
The logistics and transport sector has undergone profound change in recent years, largely thanks to...
“To be Earth's most customer-centric company” is the motto of Amazon, a company that has revolutionized the world of retail. The idea is that from the very beginning, Amazon has always put the customer at the center of the project.
Amazon was born in 1994 as an online bookstore, before expanding its offer to include other consumer goods. To get an idea of Amazon's exponential growth, just look at the numbers:
- first company in its sector in terms of revenue, equal to almost 233 billion dollars;
- second employer in the US with over 566,000 employees;
- second largest company by share capitalization.
The reasons for these impressive growth figures are varied: from aggressive commercial strategies to the courage to impose drastic changes to the development and implementation of new technologies. However, customer service is the real secret of Amazon's boom.
In what follows, we will focus on the customer service techniques adopted by Amazon, with an emphasis on learning how to use these for your business.
How the customer experience with Amazon has changed
To differentiate itself from the competition, the Seattle-based company realized it needed to offer something more to customers. For this reason, it has built a customer experience tailored to each customer. At the same time, it has adopted quantifiable indicators to predict shoppers' behaviors and habits.
Today, Amazon has a customer card of sorts, including all the relevant data available, which allows for sorting results based on the search, suggesting other related products and building purchase packages on the basis of previous expenses. In addition to improving the customer experience, the volume of sales has significantly increased.
Jeff Bezos, the visionary founder of Amazon, has introduced further improvements to shape purchasing, like a tailor would with a suit, on the individual needs of each user. With this in mind, the following innovations have been introduced:
- “mobile-first” approach, ie designing the user's path from a smartphone;
- subdivision of products by categories to facilitate navigation;
- adding filters for products;
- constantly updating the customer on the status of orders, on the arrival of new products and on other news;
- auto-completion of words in the search bar.
The interest of users must be continuously stimulated, just as the shopping experience must be gratifying and satisfying at 360 °.
The importance of customer service
To understand how Amazon has disrupted the concept of customer service, we need to step back in time nearly 30 years. Today, buying online is a very normal practice, but in 1994 the web represented a world with many shadows and not much light, so to speak. Few people bought on the internet, because they didn't trust the online world.
Trust is precisely the key word on which Jeff Bezos focused. Building customer loyalty and convincing people of the reliability of the web was the first step to take. On Amazon today, there are thousands of FAQs in the form of articles that contain the answers to the most frequently asked questions.
Amazon also introduced the first “self-service” approach, allowing users to solve problems and find answers to their questions in total autonomy. In addition, forums were also introduced, where users could easily exchange information, opinions and advice to make the most appropriate purchase according to their needs.
Reviews have also taken on a great deal of importance in building customer loyalty. Before buying a product, consumers can read the reviews of other users, to evaluate its strengths, weaknesses and main characteristics. 90% of customers believe it is important to compare the experiences of other people before making the final purchase.
Negative reviews should not be ignored. On the contrary, paradoxically, they can be more useful than positive reviews for a business. They essentially assist a company in understanding the defects of a product or service, in order to make the necessary changes. For a detailed appreciation of this, take a look at the mistakes to avoid in customer service. Providing a solution to a customer's problem saves the relationship, and, at the same time, fosters a reliable image for a business.
How to improve customer service today
Learning from Amazon, in recent years We Are Fiber has worked to create an efficient and proactive customer service.
Our service is based on:
- an effective and perfectly coordinated team;
- advanced technology to collect data and extract key information;
- use of CRM to create better relationships with customers and retain them;
- empathic and professional approach to solve any difficulty encountered by customers in a short period of time.
Would you like to know more?
Contact us now and join the large We Are Fiber family, where we have a solution to every problem.