Today, the Internet has become a marketplace for businesses all over the globe to conduct a wide diversity of services, while selling different products. While this market can be entered by anyone, some businesses often do much better in sales than others. One such example that has made the most of this opportunity and ensured it consistently ranks high on customer satisfaction lists is Amazon.
In 1995, Amazon started as an e-commerce which only sold books. Within a month after its inception, it was already delivering books to over 40 countries. From selling just books online to becoming one of the world’s largest online retail companies, Amazon has a success story that many businesses can learn from.
So, what makes Amazon so special? Is it the marketing strategy, customer service layout, its availability almost all over the globe, or a combination of all of these factors? Almost every company has an effective strategy that makes the most of its marketing efforts. As long as the availability is concerned worldwide, there are many e-commerce service providers that offer the same kind of products and services. But, can the same thing be said about Amazon’s customer service strategy?
Well, Amazon is so customer-centric that it actually sends you a replacement for a lost package immediately without ever implying it could be the customer’s fault. That is just one of the things Amazon does to retain its customers.
Jeff Bezos, the founder and CEO says, “I would define Amazon by our big ideas, which are customer centricity, putting the customer at the centre of everything we do, [and] invention. We like to pioneer, we like to explore, we like to go down dark alleys and see what’s on the other side.” Keep reading to know more.
The Secret to Amazon’s Customer Loyalty Success
1. 0.16 cent marketing strategy
When you purchase a product on Amazon and just in case its price happens to drop, the company immediately credits the difference into your bank account, even if it is just 0.16 cents. This might not be the best strategy when it comes to increasing profits.
But, with this strategy, Amazon tells its customers that it runs an honest business built on integrity, which always prioritises the customer.
2. Creative Loyalty programs
Amazon Prime originally started out as a ‘discount’ program, which made a simple promise- pay $10.99 a month or $99 a year to get a 2-day free shipping. The program is not actually free since the customers have to pay for it.
But, Amazon managed to increase customer satisfaction by allowing them to feel as though they’ve been rewarded with free shipping.
Starting off by just selling books to offering everything that includes soaps, and even nuts, the company offers almost everything under one roof. Due to their wide range of products, customers often do not feel the need to switch to another platform.
Unique marketing strategies, loyalty programs and a wide assortment are a few of the most prominent secret ingredients that make Amazon an ideal choice for customers worldwide. Now it is time for you to make the most of the multi-billion dollar organisation’s customer service strategy for your business. iTMunch brings you a list of practices that you should consider adopting for your brand.
How as Amazon become the “Earth’s most customer-centric company”?- Lessons you can learn
A. Make customers your priority
Bezos explains that putting customers at the centre of everything is one of their basic objectives. In order to stay true to this value, Amazon has adopted the following ways, which can be adapted to your business too.
• Offering hassle-free ordering and delivery or products
• Using data to customise, helping consumers in real time with product selections based on the browsing history
• Taking extra efforts to help its customers get the best deal
B. Encourage a culture that knows how to listen
Making customers is the first step towards building a strong customer service experience. Next, you need to build a corporate culture that can understand your customers. Make sure your employees do not just ‘talk’ to your customers, but also ‘listen’ and ‘understand’ what they have to say. And by understanding, you will be able to take necessary steps to meet the requirements of your customers.
C. Constantly keep in touch with your customers
Another lesson you can learn from the e-commerce giant is keeping in touch with your customers even after making a purchase. This can include providing detailed progress details, tracking and delivery estimates, asking for their feedback after receiving the product, and much more. There are various ways in which you can keep in touch with your customers. It can either be through e-mails, online chatting, etc.
These are the three strategies for improving the customer experience for your business. You need to keep in mind that people like to know that they are not continuously pushed into a decision. On the other hand, they are happy to be offered with the necessary information by the company so that they can come to a conclusion themselves. Just like Amazon, an enterprise market value approaching $1 trillion did.