What can brands learn from this story?
Posted: Mon Jan 20, 2025 4:32 am
“ Amazon is so big now that it has the power to say take it or leave it. It seems like they cared more before ,” said Higgins, who lives in Tallahassee, Florida.
Another WSJ interviewee, Jackie Guerrero, an Amazon customer in the San Francisco area, said she recently waited two weeks for a watch and then Amazon emailed her to say it was impossible to deliver, leading to several attempts to reach someone at the company for a refund.
The company is aware of this drop in customer satisfaction levels and has been working to improve the user experience on the site, creating more personalized algorithms, with the aim of obtaining more satisfactory search results for the consumer.
According to an Amazon spokesperson, the company spent nearly $1 billion last year to combat counterfeiting, product review, and other issues within its platform , and is also looking to exceed its saudi arabia phone number list customer service goals via chat, responding to 80% of chat support requests in 30 seconds or less, and phone calls, with a goal of answering at least 80% of phone calls within 60 seconds.
No matter the size of your business, you can never take anything for granted when it comes to customer satisfaction. If your business has grown a lot in recent years, it's because your customers have helped you achieve it. Therefore, you should continue to give back to those people who are an important part of your brand's success.
Big companies like Amazon and Walmart seem to have so much power that they don't need to worry about individual customers. But as we've seen, it only takes a bunch of customer complaints for it to snowball into criticism.
So, yes, you need to care deeply about your customers’ experience!
Especially after the purchase, you want to make sure they feel respected and have a personalized experience. After all, you want them to come back for more purchases.
And we're not even talking about customer reviews. If you can create a customer experience so good that people willingly say amazing things about your brand, you're generating valuable content for yourself. And there's no better marketing than a recommendation from someone we trust.
Another WSJ interviewee, Jackie Guerrero, an Amazon customer in the San Francisco area, said she recently waited two weeks for a watch and then Amazon emailed her to say it was impossible to deliver, leading to several attempts to reach someone at the company for a refund.
The company is aware of this drop in customer satisfaction levels and has been working to improve the user experience on the site, creating more personalized algorithms, with the aim of obtaining more satisfactory search results for the consumer.
According to an Amazon spokesperson, the company spent nearly $1 billion last year to combat counterfeiting, product review, and other issues within its platform , and is also looking to exceed its saudi arabia phone number list customer service goals via chat, responding to 80% of chat support requests in 30 seconds or less, and phone calls, with a goal of answering at least 80% of phone calls within 60 seconds.
No matter the size of your business, you can never take anything for granted when it comes to customer satisfaction. If your business has grown a lot in recent years, it's because your customers have helped you achieve it. Therefore, you should continue to give back to those people who are an important part of your brand's success.
Big companies like Amazon and Walmart seem to have so much power that they don't need to worry about individual customers. But as we've seen, it only takes a bunch of customer complaints for it to snowball into criticism.
So, yes, you need to care deeply about your customers’ experience!
Especially after the purchase, you want to make sure they feel respected and have a personalized experience. After all, you want them to come back for more purchases.
And we're not even talking about customer reviews. If you can create a customer experience so good that people willingly say amazing things about your brand, you're generating valuable content for yourself. And there's no better marketing than a recommendation from someone we trust.