company to see which internal aspects are working and which are not” (Customer THINK). As many businesses would know, reviews and feedback are a good way for the business itself to improve on those little things that people suggest over time to provide a better overall service in the long term. The way Amazon provides this excellent customer service is by having the right analytics and information that they retrieved from extensive data they collect. There are many places where Amazon collects this data of its users: text analytics, audio analytics, social media analytics and maybe most important is their predictive analytics. Predictive analytics is defined by the book Beyond the Hype as being “ comprised a variety of techniques that predict future outcomes based on historical and current data” (Beyond the Hype). An example of this would be a grocery store where their data tells them that when customers buy pencils, that they are highly likely to buy a garbage bag with the same purchase so they would take advantage of that data and place those two items next to each other. This will make it easier for customers to add on to their product by having them close by and will also increase the positivity of their customer service. The way Amazon uses predictive analytics is by gathering the data their customers produce such as what product they buy a lot or products that they look at multiple times. They then take this information and give you ads about that specific product or even ones that are similar to it that you might like better. These ads try to
convince that customer that they need that item off Amazon and provide an easy link for you to go straight to Amazon’s checkout. Not only does Amazon improve its customer service by figuring out and predicting your orders, but they are well known for their fast and easy customer support. Sean Madden from Co. Madden states that, “Amazon has been collecting my information for years–not just addresses and payment information but the identity of everything I’ve ever bought or even looked at” (Co. Madden). Sean says that after he had a problem with one of his Amazon purchases that customer support has called him within 1 hours of making a claim online with all of the information about how they fixed it for him. Sean goes on to say that, “We resolved my problem in under two minutes, we got to skip the part where I carefully spell out my last name and address, and she didn’t try to upsell me on anything” (Co. Madden). From these couple statements, one can really see how Amazon uses their data on their customers efficiently and effectively. There is no sitting around and waiting for an automated call, Amazon knows exactly who they are call and knows exactly what the problem is before making that call. With Amazon collecting all of their customer’s data over the years, they can see exactly which address you are using, which credit cards are on file, and also past purchases to that they use for their predictive analytics and also follow up and problems.
Want to read all 22 pages?
Want to read all 22 pages?
- Winter '15
- Business, Supermarket, Grocery store, Safeway Inc., Whole Foods Market, SuperValu