The headline news "Amazon.com buys Zappos" should send shivers to all businesses. Why all businesses you may ask. The reason is Amazon.com's number one business priority is to create a great customer experience in every product that they sell. Shoe is the latest offering (through Zappos). Will Amazon.com sell the same product as your business? (I bet they will when the timing is right). When they do, they will focus all their energy into one thing, that is, customer experience is great!"Yes, more and more money will go into making a great customer experience, and less will go into shouting about the service. Word of mouth is becoming more powerful. If you offer a great service, people find out" - Jeff Bezos.
Both companies share similar vision :
Amazon focuses on low prices, vast selection and convenience to make their customers happy, while Zappos does it through developing relationships, creating personal emotional connections, and delivering high touch ("WOW") customer service.
Here’s a story of a wow customer experience by Zappos.
To all companies out there, Amazon.com and Zappos may be eating your lunch one day. Alternatively, you can emulate these two companies’ vision ie. make customers happy. Boleh, tak?
No comments:
Post a Comment