Tweet 8 customer service strategies you can steal from Amazon Since its founding 22 years ago, Amazon has reached near mythic status for its superior service and customer service strategy.
By Noah Robischon long Read Picture your ideal neighborhood. What does it look like?
Is it manicured, with buildings set in a pattern so that everything flows together, designed for perfection? Or is it gritty and spontaneous, the kind of place where a restaurant might move into the space that used to house a dry cleaner? Over its nearly 22 years, Amazon has moved into one sector after another and gentrified it, even if that meant tearing down its own existing structures.
Unlike Apple, Google, and Microsoft, Amazon is not fixated on a tightly designed ecosystem of interlocking apps and services. Bezos instead emphasizes platforms that each serves its own customers in the best and fastest possible way.
Twitchthe streaming video-game network that Amazon acquired inunveiled its first three original titles from its recently formed studios. Amazon invested millions in startups that will build voice-control apps for the intelligent assistant Alexa and give her thousands of new skills.
The company opened two dozen new fulfillment centers, became the largest online store in India, and made its first delivery by autonomous drone in the United Kingdom. The website that once sold only books now lets anyone set up a storefront and sell just about anything.
The warehouse and logistics capabilities that Amazon built to sort, pack, and ship those books are available, for a price, to any seller. In January, the nonprofit Institute for Local Self-Reliance conducted a survey of nearly 3, independent businesseshalf of them retailers, asking them to cite the biggest threats they faced.
Competition from chains and big-box stores, health care, finding employees, and rising rents all ranked near the bottom as modest concerns. And to repeatedly remake itself. Amazon refuses to offer any hard numbers related to Prime membership—that would be competitor focused rather than customer obsessed, as the executives there say—but it will confirm that Prime members spend more and shop across a greater number of categories than other users.
Along with free two-day shipping for millions of products, and tens of thousands of items available at your door in an hour or less through Prime Now, there is one-hour restaurant delivery, a free e-book a month including the entire Harry Potter seriesand ad-free viewing of a streaming video-game channel on Twitch—all included in the annual fee.
Every executive I spoke to, when asked about how it all fits together, cites this desire to get you whatever you want in the shortest window possible. Stephenie Landry, the Amazon vice president who launched Prime Now in and has overseen its expansion into 49 cities in seven countries, explains that her business merely has to answer two questions: The more products and services Amazon is able to cram into Prime, the more likely users are to renew their membership and buy more stuff, which gives Amazon more data about their tastes and what they are likely to buy next.
That information is used to spin out new products and services, such as the Dash button, which replenishes popular items with a tap, and Alexa, which is built, in part, for shopping. A sizzle video for Amazon Go, an automated convenience store being tested in Seattle.
Bezos says that people have been asking him for 20 years whether he would ever open physical stores. The answer, consistently, has been no. Yet today, suddenly, Amazon has four concepts in the works.
In part it links back to Prime; retail stores offer a tangible lure for the uninitiated.Apr 29, · Amazon's earnings this past week are a sign of how corporate strategy has shifted. Amazon does things differently, but only as differently as Apple.
Amazon does things differently, but only as differently as Apple. Inside Amazon's secret weapon Like many of the great companies throughout history, Amazon's operations strategy is guided by a handful of defining core principles, perhaps the best known of which.
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The High Performance Planner Brendon Burchard. Diary. $ Amazon’s Business Strategy: 6 examples of latest trends in ecommerce The drones will be able to carry parcels of up to 5 pounds, which accounts for more than 80% of all Amazon shipments.
Why was the trial here in the UK?
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