Amazon is not only one of the fastest growing American companies in the history of business, it is famously known to have set the standards for the global e-commerce industry.
What Got Amazon to the Top, So Quickly?
Amazon got to where they are not just because of their range of products (though, the range of their offerings does play a key role), but their rise to the top is largely attributed to the quality of their service.
Amazon’s high standards that now serve as a benchmark for the global e-commerce industry has always stood out because of their unrivaled product inventory and competitive prices. But what makes Amazon a legendary brand is the combination of good customer experience strategies combined with a range of products that caters to diverse needs, this is what keeps people coming back for more.
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What can Sales and SalesTech leaders learn from Amazon?
E-commerce is beginning to dominate most facets of retail. In 2020, Amazon is slated to cross an important threshold, holding more than half (52.4%) of e-commerce sales in the US this year.
Here are 3 Takeaways that every Sales and SalesTech Leader can learn from Amazon
1: Customer-first Shopping and Multichannel Digital Experience
In today’s dynamics, part of providing a great product or customer experience is to consider the overall digital experience. Amazon’s constant innovations like the Amazon app, through which Prime members are able to preview sale products are just some of the new features that entice customers to stay loyal to the brand.
But what most brands in tech forget to do is ensure a wholesome digital experience including all-time access to their core customer service and customer success team.
Today, 24/7 Customer Service via social media is imperative. Amazon monitors the @AmazonHelp Twitter handle seven days a week in seven languages and is known to assure users and buyers of quick responses.
The key takeaway here – Amazon has been able to deliver a seamless shopping experience across multiple online channels ensuring customers are provided the best customer service everywhere.
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2: Enhanced Buying Experience
A great product is the base to a good customer experience! But its Amazon’s ordering system that has now become a foundation that several consumers expect from their product / tech provider.
What are some of these components?
- Google-like searchability to sort items by Brand, Customer Reviews, Price, and Availability, as well as by categories.
- Reviews and ratings allow users to access and find out more about how a product performs to help make better product buying decisions.
And then, if we haven’t spoken enough about AI in sales and e-commerce, Artificial Intelligence makes every Amazon user’s life easier. With Alexa, users have more than a way to shop with Alexa assisting in playing music, setting alarms, providing news updates, and controlling networked smart devices.
Key Takeaway for Sales leaders: Relevant product information teamed with an above-average buying experience enable prospects to make faster decisions. If one were to take a page from Amazon’s lessons here, every Sales person in the B2B/Tech sphere can capitalize on how they sell by giving their prospects a better buying experience viz a viz their competitors.
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3: Seamless Delivery and Return Experience
Amazon has introduced several new innovations in its logistics operations. All of these were designed to make procuring products from the warehouse to the customer’s doorstep with minimal effort on the user’s part.
Besides ensuring a seamless easy delivery (including same-day-delivery options and convenient return policies) Amazon has introduced several options for shipping of their products. In fact, many of the products that are sold through Amazon come with a prepaid, printed return label, though those labels are also accessible through the returns portal online.
The leading brand also entered the brick and mortar business with Amazon Bookstores, Amazon Go (a checkout-less grocery store), and with their purchase of Whole Foods. All of these initiatives help Amazon to not only provide immediate access in key target markets but to also provide faster access to goods.
Conclusion
Amazon still tops most results and surveys in the Best Retailer category. They now dominate (or almost dominate) multiple sectors including the e-commerce, grocery, publishing, entertainment industries.
What should Sales and Strategy Leaders learn from this?
In 2020 and beyond, it’s not just about giving your customers what they want. It is important to identify what they might need before they do! And then, bring it to them before your competitors do!
With brands like Amazon setting a high standard for customer experience, users have high expectations from the tech they use, especially their overall experience.
Amazon has won the world’s heart time and again by being the first to understand changing consumer expectations. We shouldn’t forget that over six years ago, they weren’t among the top or among the best retailers in the world. Their yearly e-commerce revenue was only at around $61 billion back then.
So is it Amazon’s altered consumer experience that changed their fate forever?
The answer lies in front of you.
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