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Online Customer Service Experience

Question:

Discuss about the Online Customer Service Experience.

Answer:

Jeff Bezos founded Amazon.com, it started their business with selling of books, and they completed their initial public offerings and their stock was listed on NASDAQ market. It grew popular within a few years and it became the largest online retailer in the world. The corporate governance of Amazon and it has three committees and two of them are standard that is audit and governance committee. The retail operations of Amazon have been superior in the world and the focus of Amazon was continual improvement of the websites. They provide different product offerings, there are different competitors, and the competition is fierce and the sales doubled and it created growth in the market as well (Ritala, Golnam & Wegmann, 2014).

Relevant Information about the decision or problem faced by the organization

  • Amazon faced threat from the regular customers who prefer to buy from their local stores and they won’t be waiting for those days for the particular product to be shipped to them (Klaus, 2013)
  • Amazon had the threat of the preferences of the customers and their gratification as well. The desire of the customers to grab the product from the local store and they do not wait for the product to be shipped by Amazon
  • Amazon faced obligations regarding their payment of sales taxes and other similar obligations and there will be other disadvantages as well regarding their online competitors (Bolsinger et al., 2015)
  • There are breaches of security from the outside parties as this is becoming continual threat from the outside parties
  • There has been a contended loss as well from different ventures that has been unsuccessful in nature

Frustration-Free Packaging is the initiative that has been taken in order to reduce the footprint of carbon and it will help in reducing the usage of paper and plastic.

Amazon Glacier is defined as the solution that is low in cost and helps in long-term projects as well (Kousha & Thelwall, 2016).

Fulfillment Web Services is wherein it allows the merchants for the direct inventory in the fulfillment centers of Amazon.

Conclusion

Therefore, it can be inferred that Amazon is revolutionary market and it extremely efficient in nature. It helps in fulfilling the preferences of the customers by being customer-centric in nature and offers the products at the lowest possible prices. Furthermore, there is competition in the marketplace that has to be handled carefully by Amazon and has to be more organized in nature as well.

Recommendations

Therefore, it can be recommended that there are different threats that are faced by Amazon from other competitors in the market as well as the target customers. Amazon has to be organized, effective in nature as this will help in making the customers their top priority, and this will provide benefits to their customers as well. Lastly, Amazon needs to address the cybercrime as well as counterfeiting with proper intensified information for organizational and customer safety.

References

Bolsinger, M., Elsäßer, A., Helm, C., & Röglinger, M. (2015). Process improvement through economically driven routing of instances. Business Process Management Journal, 21(2), 353-378.

Klaus, P. (2013). The case of Amazon. com: towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT). Journal of Services Marketing, 27(6), 443-457.

Kousha, K., & Thelwall, M. (2016). Can Amazon. com reviews help to assess the wider impacts of books?. Journal of the Association for Information Science and Technology, 67(3), 566-581.

Ritala, P., Golnam, A., & Wegmann, A. (2014). Coopetition-based business models: The case of Amazon. com. Industrial Marketing Management, 43(2), 236-249.

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