credit cards and shipping addresses), rather than having to take multiple clicks to purchase an item. In one-click ordering, Amazon allows customers to purchase an item using pre-set options (ex. Ordering Options - In order to actually make it easy for customers to purchase goods, Amazon has pioneered systems such as one-click ordering and “Dash” buttons.
For those less inclined to shop at a physical store, but still in need of goods quickly, Amazon also provides “Amazon Fresh”, which allows for same day, or scheduled delivery of groceries to your home, for an added fee, and “Amazon Restaurants” which provides delivery of meals for same day ordering. Physical Options - Amazon has entered the brick and mortar business by creating Amazon Bookstores, Amazon Go (a checkout-less grocery store), and purchasing Whole Foods, in order to provide immediate access in key markets for customers who are excited about the frictionless Amazon shopping experience, but require faster access to goods. Recently, Amazon has also introduced Amazon Lockers, which the company calls “self-service kiosks”, where a user can choose to have a package delivered for easier access to a pickup.
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Beginning with free shipping - all customers who spend $25 or more are eligible for free shipping with Amazon, and for $119 a year, Amazon Prime customers have the opportunity to get free shipping on thousands of single possible. In order to make delivery easy for consumers, Amazon has introduced several options for shipping. The common denominator here is effort - whether you’re buying or returning a product, the experience is effortless - something customers are more than willing to give their loyalty for in exchange.ĭelivery Options - As an online retailer, one of the biggest challenges for Amazon is competing with the “now” economy, and finding ways for people to actually receive items purchased.
Delivery and returnsĪmazon has been on the forefront of several innovations in terms of its logistics operation, with a whole host of options designed to make getting products from their warehouse to your doorstep with minimal effort on the user’s part. Want to become a customer experience expert? Check out the 10 CX books you need to read in 2022. it’s the service.įor over twenty years, Amazon has set the standards in e-commerce with almost unrivaled product inventory and competitive prices, and while that would be plenty for a successful business, what’s taken Amazon to a legendary brand is the combination of customer experience and product that keeps people coming back for more. Amazon Prime day is upon us once more, and as the world’s biggest online retailer looks set to sell more products than ever before, it’s important to remember what got Amazon where they are - no, it’s not the products.
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