Amazon.com: Customer Service Champion


IBS CDC IBS CDC IBS CDC IBS CDC RSS Feed
 
Case Studies | Case Study in Business, Management, Operations, Strategy, Case Study

ICMR HOME | Case Studies Collection

Case Details:

Case Code : MKTG243
Case Length : 25 Pages
Period : 2008-2009
Pub Date : 2010
Teaching Note :Not Available
Organization : Amazon.com, Inc.
Industry : Online Retail Industry
Countries : USA, Global

To download Amazon.com: Customer Service Champion case study (Case Code: MKTG243) click on the button below, and select the case from the list of available cases:





Price:
For delivery in electronic format: Rs. 400;
For delivery through courier (within India): Rs. 400 + Rs. 25 for Shipping & Handling Charges

» Marketing Case Studies
» Marketing Management Short Case Studies
» View Detailed Pricing Info
» How To Order This Case
» Business Case Studies
» Case Studies by Area
» Case Studies by Industry
» Case Studies by Company



Please note:

This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

<< Previous

Excerpts Contd...

The Other View

According to analysts, a downside to Amazon's customer service was that it was difficult to find its phone number. It did not post the number on its website or packing slips and invoices. Customers had to either email or request a call. Though it added a click-to-call button on its customer service page, customers faced difficulties while contacting CSRs. Analysts felt that Amazon should find an easier way to help customers reach out to customer care...

Outlook

Analysts opined that companies such as Amazon, which thought about their customers, established a long-term association with them. The customer-friendly strategies helped Amazon build strong customer relationships, and paved the way for the success of the company, they said...

Exhibits

Exhibit I: Timeline of Amazon.com
Exhibit II: Products sold on Amazon.com
Exhibit III: Amazon's Income Statement
Exhibit IV: Customer Service Champs: 2009
Exhibit V: Amazon's Rank in the Annual NRF Foundation/American Express Customers' Choice survey: 2007-2009
Exhibit VI: Ten Core Values of Zappos.com


 

Case Studies Links:- Case Studies, Short Case Studies, Simplified Case Studies.

Other Case Studies:- Multimedia Case Studies, Cases in Other Languages.

Business Reports Link:- Business Reports.

Books:- Textbooks, Workbooks, Case Study Volumes.