Amazon: customer first approaches

Abstract

The objective of this thesis is to know how Amazon has become what it is today, how it manages customer satisfaction and how it maintains itself in the marketplace in the face of competition. I’m fascinated by the ability this company has to succeed. All strategies and the path followed until its success. In order to fulfil the purpose of this thesis, the reasons that explain consumers favour this merchant over its competitors in online shopping is identified, to determine factors make Amazon different than its competitors and to find the key factors Amazon uses to get their customers back. The objective of the quantitative and qualitative research was to evaluate what Amazon's customers think about this merchant and how they are reached and retained. As a result, the majority of the interviewees are very satisfied by Amazon and ensure that they are loyal because to the various services put in places such as customer service, product choices or even speed of delivery. In addition, many are encouraged to return to Amazon thanks to small attentions such as newsletters featuring personally recommended products for each customer.

Amazon's mission is to showcase technology and employee expertise to deliver the best customer experience on the web. Moreover, through this mission, the e-commerce aims to offer an impressive range of products on a global scale. The company has implemented technologies adapted to its needs by investing in research and development to ensure a quality customer interface and interactive website. We can say that Amazon will maintain its leadership position as long as it continues to invest continuously in research and development to have a quality customer interface, which results in the number of customers continues to grow.