For example, using purchasing and browsing histories to recommend relevant products.

This leads to offering features such as one-click shopping as well as learning from customer behaviour to drive effortless experiences. Be easy to do business withĪmazon understands that it’s essential to value your customers’ time. In other words: don’t start with new product ideas or improvements, start with what the customer is looking for and wants from their experience. The phrase the company uses is “work backward from the customer”. Ensure it is embedded across your organisation. So, while most companies talk about customer-centricity, the lesson that Amazon teaches us is that you must go beyond paying lip service to the term. Eliminate customer effort using self-service, automation, support from expert associates and defect elimination.Detect and solve the customers’ problems early, ensuring a clear path of escalation.Deliver specific personalized experiences that customers love.Anticipate customer needs, treating their time and attention as sacred.Trust customers and rely on staff to use good judgment to solve problems quickly.a reminder of why people were there and who they were serving.Īmazon works with six tenets of customer service to guide its activities: Founder Jeff Bezos even insisted that every senior management meeting should have an empty chair, representing the customer. Right from the beginning, customer-centricity has been at the core of Amazon’s DNA. What can we learn from Amazon’s meteoric rise? And how can its customer service best practice help drive success for other organisations? 1. Essentially consumers now expect the same level of service and ease of doing business when dealing with every organisation, whatever the sector. The company’s dedication to innovation and the customer experience has raised the bar for everyone. During that time, it has transformed many aspects of retail and customer service that we now take for granted. In just over 25 years, Amazon has become the world’s top online retailer.

Amazon customer service