We have the app, we press the ‘one-click’ button and we wait for the delivery to arrive the very next day. That Amazon experience has become the benchmark for all customer service. Driving business strategies for every brand, companies are wanting to deliver a customer experience that is proactive, instantaneous and personalised.
But how can we adopt the ‘Amazon’ way to deliver a better customer experience?
To be Amazon you need to think like an Amazon employee
Tuned into customer experience, Amazon’s success is based on a customer-first mindset. Integrating a culture that fosters a performance driven environment, every employee feels compelled to contribute towards a more satisfying customer experience. They want to make the customer happy. They want to be part of the customer journey and they want to add to the innovation which drives the overall company.
It is this mentality which sets Amazon aside from other retailers. Moving away from a siloed customer-centric team, a company which adopts a customer-first mindset across all departments ensures a more rounded and understanding service that customers respond better to in the long run. From recruitment to HR, leadership to marketing, IT to logistics, business leaders need to consider the customer experience within every area of their business and focus on how continuous development can shape the overall delivery of their services.
Drive the experience by predicting the outcomes
Considering speed, quality and price, Amazon have helped make the customer shopping experience easier at every step. By understanding what their customers are looking for, how they want to receive it and predicting future purchases, Amazon is consistently innovating new ways to enhance the customer experience. From an easier way to purchase such as their ‘one-click’ facility, to proactively recommending products based on their shopping history, they never stop looking at ways to improve and proactively deliver services that will strengthen customer loyalties.
By taking the hassle out of ordering, paying and delivering goods, Amazon has instantly put customers in the driving seat. Controlling how they deliver services, platforms they respond to, pain points they need to address and riding the digital transformation wave, they understand how to drive experience by predicting the outcomes of their customer-s shopping experience. Gaining a comprehensive view of their customers won’t just have a greater impact on productivity as well as customer retention but will solidify a company’s position within their industry. By having a better understanding of what their audience wants and how they want to receive them, continuously re-evaluating how they deliver services is what keeps companies alive.
Customer Service Management
Setting the precedent for great customer service, the Amazon experience gives companies a benchmark to continuously improve and work off. As customers become more demanding, wanting proactive services, instant chat facilities and quicker response times, the ability to proactively respond, resolve and deliver has made supporting the customer’s overall journey prevalent to a business’ longevity.
As certified ServiceNow & Fuze partners, Unifii is an enterprise level service management and automation company that combines the best customer service experience together with a technology-focused service. Understanding the value of delivering a great customer service, and the impact poor engagement can have on businesses, their latest technology sets to bridge the gap between service delivery and customer satisfaction.
By integrating ServiceNow’s Customer Service Management (CSM) their latest suite goes beyond traditional customer service solutions to serve customers more effectively. Giving customers a choice of contact options through omni-channel engagement; the ability to automate simple requests, and deliver solutions via a comprehensive knowledge base, ServiceNow’s CSM provides a service that is effortless, connected and proactive.
Based on speed, agility and cost, the Amazon experience offers customers an innovative service that continuously improves the customer experience. This latest wave in technology advances enables companies to do just that. Offering a seamless solution which connects the customer’s experience with the whole business, ServiceNow’s CSM enables companies to assign the right department to effectively engage, address, resolve and prevent issues from reoccurring.
Every department becomes customer-centric from the first point of contact.
By accelerating the customer’s journey through forward-thinking technology, ServiceNow’s CSM enables companies to consistently improve and deliver an innovative customer service. Transforming how customer’s needs are met one advance at a time!