Amazons obsession with its customers

May 28th, 2009

You really have to hand it to them for looking after their customers.

Many years back my Dad told me the first time he ordered from Amazon (pre-2000 days) that they sent him the wrong book.  He let them know and they said hey can you donate it to your local library and we’ll send you the right copy.  Neat huh? He has told that story over and over for well probably about a decade now.  (Good Experiences compound!)

Also as I have found out – they provide a huge amount of detail in their tracking of orders.  See below:

amazon-customer-obsession2

This is amazing! I have been able to track my package from the moment it left to the moment it has arrived in New Zealand.  I have never seen that level of detail in tracking.

They realise that if I want to track it may as well expose as much data as possible.  No reason to hide behind (we don’t know where it is) but that’s where it is – if it’s not where it’s meant to be we will have to take responsibility.

Now who says customer obsession isn’t a winning model?

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2 Responses to “Amazons obsession with its customers”

  1. Joel Says:

    They has a state of art logistics system to backup, with bar code or RFID scanner place in every check point, centralised data collection. The only possible error could happen is manual order pickup from the shelves. (now they may use robot? don’t know). Truly amazing indeed. I think for a company/organisation as whole, it becomes a philosophy of doing things with fine tuned processes behind the IT system.

  2. Ben Young Says:

    As you say it is amazing – great customer experience as well.



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