Amazon.com: Customer Service Champion

            
 
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Case Details:

Case Code : MKTG243
Case Length : 25 Pages
Period : 2008-2009
Pub Date : 2010
Teaching Note :Not Available
Organization : Amazon.com, Inc.
Industry : Online Retail Industry
Countries : USA, Global

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.



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The Other View

According to analysts, a downside to Amazon's customer service was that it was difficult to find its phone number. It did not post the number on its website or packing slips and invoices. Customers had to either email or request a call. Though it added a click-to-call button on its customer service page, customers faced difficulties while contacting CSRs. Analysts felt that Amazon should find an easier way to help customers reach out to customer care...

Outlook

Marketing Management Case Studies | Case Study in Management, Operations, Strategies, Marketing Management, Case Studies

Analysts opined that companies such as Amazon, which thought about their customers, established a long-term association with them. The customer-friendly strategies helped Amazon build strong customer relationships, and paved the way for the success of the company, they said...

Exhibits

Exhibit I: Timeline of Amazon.com
Exhibit II: Products sold on Amazon.com
Exhibit III: Amazon's Income Statement
Exhibit IV: Customer Service Champs: 2009
Exhibit V: Amazon's Rank in the Annual NRF Foundation/American Express Customers' Choice survey: 2007-2009
Exhibit VI: Ten Core Values of Zappos.com


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