By Stephen Pate – We all want great products, variety of selection, low prices and no hassle customer service when we shop. if you want to be successful selling online, copy Amazon.com. Here’s why.
I got an email yesterday from Amazon.com giving me a $2.67 credit on my pre-order of 30th Anniversary Concert Celebration (Deluxe Edition) CD. Apparently the price dropped before shipping. Amazon credits come regularly but I am always tickled pink.
On my VISA bill there was a credit from Amazon.com for $26.20 which took me a few minutes to figure out. I bought a cover for a Kindle Fire HD. The one I ordered did not fit.
Not only did Amazon.com replace the cover by rush shipping, they sent me the pre-paid mailer to return the wrong one. I put off sending it back until the last minute. Amazon.com track their shipments and the credit notice came in my email a hour later.
Would you like to hear about the second Kindle Fire HD we ordered for a Christmas gift that got lost? Amazon.com called my wife when she sent an inquiry 6 days before xmas. They rush shipped another Kindle, no charge, that arrived 2 days before Christmas. Amazon.com repeats that sort of customer experience more than 20 million times a day. Awesome or what.
There is not a better company on the planet selling products on the internet than Amazon.com. Amazon is obsessive about customer service. The employees live the company customer service policies. I have never had an unpleasant or less than great experience with an order.
Internet retailing is all about service
Plenty of internet sellers will sell at low prices but they don’t double box. Some vendors have high shipping charges, apply a re-stocking charge on returns or are simply non-responsive to problems.
Experts agree with my conclusion. Flavio Martins wrote,
The successful organizations with massive positive online goodwill and reputation are those that have embraced, live by, and seek to innovate in customer experience and creating customer delight. I say customer delight because simply focusing on customer satisfaction is like seeing to me mediocre. No one wants to just be satisfied, we all want to be wowed, to feel special, and be amazed at the quality of service we receive. Business2Community.com
You can read hundreds of articles about why that is true. From my observation, Amazon’s Customer Service is one of the most compelling reasons.
Interestingly, a Yahoo article said that pricing between the major store retailers is so close as to be unimportant. Friendly customer service is the most important factor. North America’s friendliest retailers.
Low Pricing Drives Sales
We all like the best price. It’s an obsession. Amazon.com adjusts the prices it charges customers 2.5 million times a day. (Quartz)
An analysis of retail pricing habits run by price intelligence firm Profitero revealed a pretty staggering statistic: Amazon changes its prices more than 2.5 million times a day. By comparison, Walmart and Best Buy changed their prices roughly 50,000 times each in the entire month of November.
That level of price changes is obsessive and competitors like Walmart and BestBuy are not even close. Try to buy some thing from either of them online. It’s difficult and cannot compare with the ease of shopping Amazon.com.
NJN Network is an Amazon.com affiliate. If you click through a link on our pages, which we hope you will do, and buy anything from Amazon, they give is a tiny credit. That helps to pay our listing fees, internet registration and a small portion of our operating expense. We thank you for your help. It never influences anything I say or write and that I promise.
By Stephen Pate, NJN Network