Amazon.com: Customer Service Champion

            
  
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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

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Marketing Management Case Studies | Case Study in Management, Operations, Strategies, Marketing Management, Case Studies



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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.



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Excerpts

Background Note

Amazon was founded in June 1994 by Bezos. At that time, the Internet was gaining popularity and was being considered as a potential business medium. To cash in on this trend, Bezos came up with the idea of selling books to a mass audience through the Internet. He felt that books were the best products to sell on-line because of the millions of titles in print and that an online bookstore could sell many times more than an average brick-and mortar bookstore...

Customer Service at Amazon

 		Marketing Management Case Studies | Case Study in Management, Operations, Strategies, Marketing Management, Case Studies

Amazon was considered to be one of the most customer-centric companies in the world where customers could find and buy anything they wanted online at the lowest possible prices. Delivering excellent customer service and offering compelling value to its customers had been the core strategy of Amazon since its inception...

Results

Analysts opined that it was due to the trust it had created among customers that the company had evolved from a startup bookstore into an established online merchandise retailer. Repeat purchases and word of mouth had made Amazon the market leader in online bookselling, experts said...

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