A number of businesses are now on the Internet, but there is nothing quite like the Amazon. Since it first launched, Amazon has become the king of Internet-based businesses and their success stems from putting their customers at the core of their entire operations.
When it comes to Internet retail customer service, Amazon is ahead of the pack due to the following reasons.
Amazon places a huge emphasis on providing a personalized user experience for their customers from the moment they first register on the site. They monitor browsing and purchasing patterns to be able to recommend products suitable to their customers.
In fact, customers will find that majority of their homepage will feature recommended products that are tailored to their interests. The site also gives customers a chance to help Amazon improve on the recommendations by rating and reviewing items.
Amazon makes it easy for customers to shop by providing them multiple access points, from their website to their mobile platforms. But beyond providing them with these channels, they’ve designed their shopping basket in such a way that it is synchronized across all platforms—making it easy for customers to shop.
Adding an item from the desktop site will automatically add it to the app as well. Even the design of their site and apps are consistent, which makes customers comfortable with using either platform.
3. Extensive Product Range
Amazon is a one-stop shop for just about anything you need, from books, movies, music, games, clothes, electronics, tools, and more.
With Amazon’s extensive range of products, customers around the world no longer need to search items from multiple sites just to find the ones they want. Browsing and searching on the site or the app are easy, and they can ship anywhere in the world too.
4. Real Customer Reviews
Customers, especially those who are still iffy about online shopping, usually read user reviews prior to purchasing products online. In fact, a study shows that 88% of consumers consult reviews when making a purchase.
Unlike other online stores with empty pages for reviews, Amazon’s products normally have at least a few ratings and reviews from real customers. Aside from this, though, the page also includes a complete product description, images, stock levels, social sharing buttons as well as other recommended items related to the product.
5. Easy Returns
There is nothing worse than getting stuck with a product that is either defective or unsatisfactory. Most stores will make it difficult or impossible for customers to return it, but with Amazon, it’s very easy.
Case in point, George Parker, in his article for the Business Insider, shares how he called Amazon to tell them he dropped the Kindle he bought on the floor. Amazon immediately told him to return it in their pre-paid package and that they’ll send him a new one—free of charge.
6. Prime Perks
A lot of online stores offer perks for premium memberships, but nothing quite compares to Amazon’s Prime perks. Aside from providing access to their streaming service, Amazon Instant video, and allowing customers to borrow books from the Kindle Owner’s Landing Library, Prime members also receive an unlimited free two-day shipping on millions of products on the site.
For these reasons and more, Amazon has grown leaps and bounds over the years. Clearly, they have become successful due to their unmatched customer service.
By making customers feel like a king, the company has made itself a king on the Internet as well.