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mhhf1ve
mhhf1ve
10/12/2016 2:06:30 PM
User Rank
Platinum
Re: trending
@joe -- hmm. I've never encountered "horrible" customer service from Amazon. Slow, yes. Annoying, sure. But every problem I've ever had with Amazon has been resolved to my satisfaction-- and sometimes my surprise. But maybe I'm comparing Amazon to airlines and telcos/cablecos....

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Joe Stanganelli
Joe Stanganelli
10/12/2016 1:40:30 PM
User Rank
Author
Re: trending
@mhh: Part of the problem, in my experience, has been siloed customer information and the inability to communicate effectively with the local contractors AMZN uses for fulfillment and other purposes -- combined with unempowered front-line customer-service staff.

Case in point: It took me two+ extra days to get a package via AMZN Prime because the delivery contractor was lying/not doing his job/not even attempting to follow delivery instructions or otherwise deliver the package, and lengthy phone calls to Amazon's customer service = customer service reps telling me that they were unable to communicate with the contractor.

While I respect Bezos as a strategist, I limit my use of Amazon because their customer service -- in my personal experience -- has been so poor.

Of course, their competitors aren't much better, either, in my experience.  So I usually stick with brick-and-mortar -- while questioning if I *really* need to buy whatever it is I'm thinking about buying to begin with.

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DHagar
DHagar
10/12/2016 1:20:31 PM
User Rank
Platinum
Re: trending
@batye, thanks!  And that truly leads to better customer service - which I believe Amazon exceeds all expectations in - so this would just add to their capabilities. 

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batye
batye
10/12/2016 1:44:29 AM
User Rank
Platinum
Re: trending
@DHagar  yes me too, as get the right consumers data and use it right is very important this days...

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DHagar
DHagar
10/11/2016 5:43:10 PM
User Rank
Platinum
Re: trending
@mhhf1ve, I'll buy that!  I fully agree they are #1 in the fulfillment and e-commerce, and are developing valuable cloud computing.  Those are priorities.   When they add their "precision" customer data they will have everything!


Note:  They are doing quite well, thank you very much, with their current strategies - so it would be hard to beat their success!

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mhhf1ve
mhhf1ve
10/11/2016 5:25:19 PM
User Rank
Platinum
Re: trending
> "I just recommend they "improve" their strategy to add this intelligence at the appropriate levels."

I think Amazon is right to add intelligence slowly -- and focus on the stuff that works reliably and is reletively simple. Amazon has certainly gotten the basics down for e-commerce -- which is a lot better than many other retailers trying to shift from bricks&mortar to online sales.

Ultimately, though, I agree with you that Amazon should improve. But I think it may be a minor value add compared to the customer loyalty they're building up with great shipping and customer experiences. 

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mhhf1ve
mhhf1ve
10/11/2016 5:18:58 PM
User Rank
Platinum
Re: trending
> "super couponers know how to get even better deals..."

I've never quite understood how those super-couponers work.. I mean.. sure, sometimes you can get heavily discounted stuff.. but how often does it really work out to a real benefit (and not just a huge waste of time)?

David Phillips found a great deal on pudding, but how often do deals like that appear? 

http://www.snopes.com/business/deals/pudding.asp

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Ariella
Ariella
10/11/2016 4:22:08 PM
User Rank
Author
Re: trending
<.. so the subscription is more for convenience than savings for shoppers.> @mhhf1ve that's my take, too. Also I suppose those super couponers know how to get even better deals with coupons and promotions than one can get online.

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DHagar
DHagar
10/11/2016 4:21:49 PM
User Rank
Platinum
Re: trending
@mhhf1ve, well that is certainly true.  I was not thinking of Amazon "unhinged", just a better screening that would make the recommendations more attractive than redundant.  They can also set up more customer choices (ie LinkedIn) which allows the customer to filter the ads and info.

But I agree, it is not ignorance, it is a strategy.  I just recommend they "improve" their strategy to add this intelligence at the appropriate levels.

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mhhf1ve
mhhf1ve
10/11/2016 4:15:09 PM
User Rank
Platinum
Re: trending
> "Even with Amazon's ordering system it is not "intelligent" - it recalls and searches, but does not build any kind of intelligence."

I agree.. and I think it must be a consious choice for Amazon not to do "too much" in the way of analytics. Amazon doesn't want to turn anyone off by thinking Amazon is tracking every purchase and recording all user behavior (even if they are). Imagine how creepy it would be if Amazon *did* try to suggest things that actually 100% relevant to your buying habits? 

 

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