For a software system, this can include managers, designers, and users of a system. Since, by definition, stakeholders are those who are impacted by or have an impact on the project, their perspectives need to be taken into account in order for a project to be successful.
Without any brick-and-mortar locations to attract customers and develop relationships, Amazon has had to build its reputation through the effectiveness of its online customer experience and service.
The company brought trust and transparency to a shopping experience that was previously considered unreliable, paved the way for an e-commerce boom, and set a standard for customer satisfaction that other brands now abide by.
Here are 10 ways that Amazon has transformed customer service. Amazon was among the first to display customer reviews and add transparency to the e-retail space. In a world before online reviews, consumers took a risk in making an online purchase, essentially clicking in the dark, not knowing what to expect when a product arrived.
Developing personalized recommendations for consumers based on their purchases and browsing behaviors has proven to be an effective strategy for Amazon, Bell says.
By providing recommendations throughout the duration of the customer journey, the initiative feels more like a service element than a sales or marketing push.
It takes one of the best aspects of an in-store experience—someone making suggestions or pointing out other products you might like—and puts in on the Web site," says customer experience expert Shep Hyken. Amazon has made it easy for shoppers to browse, search for, and buy products, and continues to deliver new ways to make the process as simple as possible.
With One-Click-Shopping, for example, Amazon began automatically populating shipping address, billing address, and payment detail fields by using previously stored information—a feature that many other brands have since adopted.
Airlines, for example, have been treating first-class customers like royalty for decades, while the economy-class folks sat in the back with far less legroom and disappointing meal options.
What Amazon was able to achieve with Prime, a program made up of member-only service, was strike a unique balance between exclusivity and attainability that feels democratic to consumers, Bell says.
These services include free two-day shipping, early access to certain sales, ad-free music streaming, and other features.
Who else does that? Pulling it off will require a massive customer service effort, but Amazon is prepared to scale up to provide support to its most loyal customers if they run into issues.
From a customer service perspective, "Amazon has built scale in its operations to handle peaks from November to January, and Prime Day is a good test to see whether they can flex their scale in a non-peak time with their excess capacity," Wang says.
A Network Economy Amazon has shown that the "art of the possible can be delivered," Wang says. If a problem arises, Amazon informs and communicates with customers before customers recognize an issue and reach out to the service department.
The Mayday Button With a growing list of tech gadgets to its name, Amazon provides outstanding customer service not only to its Web site visitors, but also to customers that use its Kindle products.
The company debuted a Mayday button on its Kindle Fire tablet in September to offer users round-the-clock customer support with a live agent with the tap of a button. Though the feature was designed to primarily provide customer support, Amazon agents are happy to do whatever they can in the name of great customer service.
For example, as Amazon prepares to handle a sharp surge in customer interactions on Prime Day, the company is putting its Kiva automatic-attendant robots to work behind the scenes in its warehouses to handle order fulfillment and simple order mishaps, while employees prepare to manage customers on the front lines.
There are over 15, Kiva robots at Amazon fulfillment centers in the U. They do something that no one else is doing, and others start copying them until a tipping point is reached and suddenly everyone is doing it and it becomes the standard," Hyken says.
Amazon will always be ahead of the curve," Hyken says. And who knows; experts agree that someday soon, drone delivery may become mainstream.Amazon.
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it's hard to imagine a time when the practice did not exist. Amazon was among the first to display customer reviews and add transparency to the e-retail space. the company isn't showing signs of slowing down. "They're always trying to add value and do something new.
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