Support Services Amazon

Jeff Bezos, founder of Amazon.com, began his company in his garage with an idea and a tremendous amount of passion. As Amazon.com grew, their primary center of attention was to ensure that the customer experience was unique and enjoyable. Many organizations focus on metrics that pertain to running a business and not necessarily the end user, whereas Amazon chose the path of being customer centric with Amazon Prime as the membership program. Technology centered and customer focused guides Amazon with a better understand the patron’s wants, needs, and desires adding up to a successful e-commerce site.

One of Amazon’s core values is customer obsession. Amazon focused on developing a supreme customer service on a massive scale (“Amazon”, 2009). Amazon acquires companies that have their customers as the focal point. In this vein, Amazon purchased Zappos, known to have superior customer service and an improved customer experience at the core of its corporate culture (Kotler & Keller, 2012). Diverse purchases of like-minded organizations enablesAmazon’s revenue to explode.

When first examining the support services of an e-commerce organization that ships millions of packages a week, the need for excellent customer service will undoubtedly come to mind. However, upon further consideration, not having to contact customer service is the ultimate shopping experience. In order to have a pleasant experience, most shoppers prefer their experiences with a shopping site to be delightful, quick, and error free.

At the heart of Prime is multiple services free for members or discounted for members with most centering on purchasing items or using one of their many services such as Prime Music. Amazon built the behind the scene support services with the shopper in mind as it is all about getting questions answered quickly and without the need to speak to anyone. The response to their member’s frequently asked questions is at their fingertips under the customer...