3. Amazon Stresses The Importance Of Customer
Satisfaction Instead Of The Competitor
• Successful in maintaining customer satisfaction
• Empty chair to remind staff in the meeting
• Three customer desire 'selection, low prices, and fast delivery'
4. Amazon Achieves Excellent Customer Satisfaction By
Offering An Ever Expanding And Large Selection of
Products And A Personalized Experience
• Observes the actual purchase behavior of the customer
• Take an individual approach to each customer
• Target middle and upper-class customers that are comfortable
with basic technology and look to save time by purchasing online.
5. Amazon Achieves Excellent Customer Satisfaction
Through Speedy Service
• Focused on preventing any delays (in products, delivery,
web page loading)
• Affordability for the consumer.
6. Amazon Achieves Excellent Customer Satisfaction
Through Competitive Prices
• Tries to keep all costs low within the business to allow for him to
provide the low prices.
• Employees get some ownership in the company (stock options) to
counter the lower salaries.
7. Amazon Trains Employees To Understand The
Customer Experience
• Two-day training at a call center to allow them to understand what
the customer goes through and to ensure humility
• Amazon made a mistake of deleting e-books of their customers and
he sent out a personable apology.
8. Amazon's Marketing Strategy Is Providing Great Service
That Creates Positive Word Of Mouth and Focusing On
SEO & PPC
• Budget for advertising is small for its size of the company
• Focus on word-of-mouth being an essential part of their success
• Amazon spent 2.8 billion dollars on Digital Marketing